Job Description

　　Insight Global is looking for a Service Desk Agent to support a federal client of ours. This position sits fully remote. This is an entry-level position providing first-level IT support for service requests and incident resolution.

　　This position will be supporting a 24x7 environment, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests.

　　Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.

　　 Level 1 support

　　 Email handling. Ensure timely review and action of email in the Service desk mailboxes

　　 Familiarity with outlook and the ability to organize and process a large volume of email.

　　 Phone call handling.

　　* Phone login and logout compliance when on shift.

　　* Login and be available to take calls at the start of the shift. Utilize the appropriate phone codes when not actively taking customer calls.

　　* Ensure when shift over, logged out of phone

　　* Demonstrate professional conversation during customer calls.

　　 Operation Bridge Manager (OBM) monitoring.

　　* Adhere to documented instructions within the alert

　　* Create incident ticket and assign to the appropriate group

　　 Escalation for alert handling and high priority incidents.

　　* Utilize Everbridge for handling escalation procedures

　　* Invoke the appropriate Everbridge template for escalation

　　* Ensure escalation actions are documented in incident tickets.

　　 Incident ticket (create, update) & manage lifecycle of incident prioritization.

　　* Data integrity of incident record (categorization tab, resolution details, assignment, etc.)

　　* Proactive contacts for incidents about to breach Service Level Agreements (SLA)

　　* Incident restoral and closure

　　* Quality review of all incidents.

　　 Create and distribute required daily reports.

　　 Adhere to and execute using Standardized work instructions located in the baseline library & Service Desk SharePoint.

　　* If updates or changes are identified for standardized work, ensure to communicate to a Service desk Team Leader for action.

　　Skills and Requirements

　　MUST HAVES:

　　* At least 1-3 years of prior Service Desk experience working with incident ticketing system and event management.

　　* Proficient with MS Office: Word, Excel, Outlook, PowerPoint Critical thinking skills Professional communication skills both written and verbal.

　　* Experience with escalating service tickets

　　* Must be eligible to clear a Public Trust Clearance process.

　　Comfortable working 8AM - 8PM - 3 days per week. ITIL Foundation Certification preferable, but not required. nullWe are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].