Service Desk Associate
: Job Details :

alliantgroup, LP is currently experiencing explosive growth! As a national consulting firm focused on being the voice to the middle market, our mission is simple: Strengthening American businesses. How do we do this? We hire the brightest talent with the most diverse backgrounds who are passionate about making a difference. It's fun to work in a company where people truly BELIEVE in what they're doing!Service Desk Associatealliantgroup's IT Service Desk team is looking for an energetic individual that has a passion for providing outstanding client service! As a Service Desk Associate, you will be responsible for providing the initial assessment, triage, research and resolution of basic incidents and requests. You will also be responsible for hardware / software / network problem diagnosis / resolution via telephone/email/chat for alliantgroup's client's (internal). This person may also be responsible to administer and provide user account provisioning. Use of the Incident management system to document and manage problems and work requests and document their respective resolutions. The Service Desk Associate is responsible for answering calls, maintaining quality, meeting SLAs, acting as an escalation point and ensuring a successful Service Desk Operation.Our Service Desk associate will:•Serve as first point of contact for customers seeking technical assistance by self-service portal, email or telephone.•Create incidents and service requests on behalf of clients when needed.•Set the priority for resolving incidents based on impact and urgency.•Investigating and diagnosing incidents and researching solutions.•Perform remote troubleshooting through diagnostic techniques and pertinent questions.•Determine the best solution based on the issue and details provided by customers.•Be responsible for updating service requests•Escalate unresolved issues to the next level of support personnel.•Identify, recommend and suggest possible improvements on procedures.•Acts as a model of customer service excellence to all organizational staff members with emphasis on building strong relationships with our employees.•Answer all phone calls, provide quality white glove service to all callers.•Participate in the Service Desk inbox, accepts tickets (incidents) and updates the ticket appropriately.•Ensures all customer issues, incidents, and problems are raised within our internal ticketing system and reach resolution within customer contractual timelines with a high level of satisfaction•Takes charge and own all incidents: relaying incident information to the Service Desk Team Lead and Manager, ensuring high level of coordination and communication between the employees and Information Technology Team.•Perform an RCA (Root Cause Analysis) to determine, document and communicate solutions to our customers for all issues.•Develops / improves repeatable processes and procedures•Populates knowledgebase of known issues and problem solutions•Ensures global organizational standards based on ITIL principles are implemented into daily Service Desk processes•Participate in the continued development of the Service Desk knowledgebase to allow first call resolution with the Service Desk team•Adjusts priorities to respond to pressing and changing demands caused by operational or project situations•Performs other related duties as required.•Potential after hours support & On-call rotation; must have internet access from home.What makes this opportunity great:•Opportunity to lead and develop an energetic team and watch them grow!•Information technology is a core part of alliantgroup's business strategy and plays a critical role in the growth and transformation of the firm•Houston Chronicle recognized alliantgroup as a top Workplaces that has an outstanding office culture, a healthy work environment, and most importantly, a strong core mission.•Ability to use a breadth of technology to positively impact the technology experience for all alliantgroup employees and customers.Job Requirements:•2-5 years of work experience in a Call Center/Service Desk.•Minimum of 2 yrs.' experience in a team environment.•Personal Effectiveness Ability to communicate, influence, lead and manage self-development and leadership thinking•Must be detail oriented while handing multiple concurrent tasks and/or projects with minimal supervision.•Thrives in an environment of multiple shifting priorities.•Strong analytical skills; excellent oral and written communication skills; excellent problem-solving skills; ability to think strategically and act tactically.•Able to address conflict with others constructively.•Effective at building trust in relationships with other employees and managers.•Manages different audience needs with a customer-focused orientation.•Able to work independently and successfully in team environment and interface effectively with senior management.•Offers ideas and suggestions to support achievement of goals.•Applies concepts of project management & resource allocation.•Understands big picture and creates effective solutions through understanding cause and effect.•Must be capable of forward thinking to plan for future technology needs and foresee trends.•Ability and desire to quickly learn new technologies and concepts.EDUCATION:•Bachelor's Degree in Information Technology or related field.CERTIFICATE REQUIRED:•Any entry level Microsoft Certification Network + certification are a definite plus#LI-BD1