Service Desk Agent

At Starkey, we are in the business of connecting people and changing lives.As a world leader in the manufacturing and delivering of advanced hearing solutions, we go to work each day to ensure every person on the planet has the opportunity to hear their very best. Founded in 1967, Starkey is known for its innovative design, development and distribution of comprehensive digital hearing systems.

Headquartered in Eden Prairie, Minnesota, Starkey has more than 5,000 employees globally, operates 29+ facilities and does business in more than 100 markets worldwide.

Here's a video about the people behind Starkey's groundbreaking innovation: https://www.youtube.com/watch?v=GjhRQ7qzlI0

JOB SUMMARY DESCRIPTION / PRIMARY PURPOSE OF JOB

Are you ready to embark on a journey where every interaction is an opportunity to make a difference? Join our Service Desk Team and become the frontline hero in delivering exceptional technical support to our customers. As an integral member of our team, you'll play a pivotal role in ensuring the seamless operation of our IT systems while providing personalized assistance that leaves a lasting impression. If you're passionate about problem-solving, thrive in a dynamic environment, and are dedicated to delivering outstanding customer service, we want you on our team. Take the first step towards an exciting career where your skills and expertise are valued, and together, let's redefine the standard for service excellence!

JOB RESPONSIBILITIES/RESULTS

As an IT service desk agent, your responsibilities include:

• Providing technical assistance to customers over the phone, Teams chat, or through the ticketing system.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Determining the best solution based on the issue and details provided by customers.
• Walking the customer through the problem-solving process.
• Directing unresolved issues to the next level of support personnel.
• Providing accurate information on IT products or services.
• Recording incidents and their resolution in the ticket system in detail.
• Following up and updating customer status and information.
• Passing on any feedback or suggestions by customers to the appropriate internal team.
• Identifying and suggesting possible improvements to procedures.
• Document and maintain Knowledge Base articles for both customer facing and IT facing technologies.

JOB REQUIREMENTS

Education

• 1-2 Years college, trade school, or equivalent training required. Emphasis in Information Technology a plus.

Experience

• 1+ Years of experience in a customer support role
• 1+ Years of experience in troubleshooting and supporting hardware and software required.
• IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) a plus.

Knowledge / Technical Requirements

• Ability to diagnose and resolve basic technical issues.
• Familiarity with Microsoft Office 365 suite.
• Familiarity with web browsers and SaaS applications.
• Familiarity with Windows, Macintosh, mobile operating systems and networking.
• Familiarity with PC hardware, printers, scanners and network routers.
• Familiarity with tracking or ticketing systems (e.g. ServiceNow)
• Excellent communication skills.
• The ability to multitask calls, chats and tickets at the same time.
• A high degree of patience and the ability to delivery outstanding customer service.

Competencies, Skills & Abilities

• Customer Service: Ability to provide prompt and courteous IT support to all users, both remotely and on-site, via phone, and Teams chat. Ability to handle difficult customers and resolve conflicts effectively.
• Business awareness: Understanding the business environment and how IT support impacts business operations and outcomes is crucial. This helps you prioritize IT issues based on their impact and urgency.
• Empathy: Being empathetic towards customers and understanding their concerns can help you provide better customer service
• Analytical thinking: The ability to analyze information and identify patterns can help you diagnose and resolve technical issues more efficiently.
• Patience: Patience is key when dealing with customers who may be frustrated or upset. It helps you remain calm and focused while providing support.
• Collaboration: Working well with others and collaborating with other teams can help you resolve complex issues more effectively.
• Willingness to learn: The IT industry is constantly evolving, and keeping up with new technologies and trends is essential. A willingness to learn and adapt can help you stay ahead of the curve.
• Flexibility: Being flexible and adaptable can help you handle unexpected situations and changing priorities.
• Multitasking: The ability to multitask and manage multiple issues simultaneously can help you provide faster and more efficient support.
• Attention to detail: Paying attention to details and recording events and problems accurately can help you provide better support and identify recurring issues.
• Communication skills: Excellent communication skills, both verbal and written, are essential for providing effective support and building strong relationships with customers.
• Independence: Able to work unsupervised in the office.

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