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Senior Service Desk Specialist
Posted 5 days agoViewed
📍 Location: Anywhere
💸 Salary: 40900.0 - 92050.0 USD per year
🏢 Company: Remote👥 1001-5000💰 $300,000,000 Series C almost 3 years ago🫂 Last layoff over 2 years agoHuman Resources Services
🗣️ Languages: English
Requirements:
- Strong troubleshooting skills
- Experience in ticket triage and prioritization
- Strong expertise in Salesforce
- Experience with common revenue technologies
- Technical background (e.g. python scripting, SQL query)
- Analytical savviness
- BI tool (e.g. Sigma) working knowledge highly meriting
- Being able to connect the dots from business problems/questions to different data sources and tools we use
- Proficient in documenting resolutions for knowledge base development, contributing to future AI-driven automation.
- Adherence to SLAs
- Effective communication with stakeholders and requesters
- Experience consolidating multiple ticketing systems
- Customer-focused and detail-oriented
- Writes and speaks fluent English
Responsibilities:
- Ticket triage and prioritization: Efficiently categorize, prioritize, and assign tickets for swift resolution.
- Issue resolution: Troubleshoot and resolve technical issues promptly to minimize disruption.
- Documentation of resolutions: Accurately document resolution actions to build a comprehensive support knowledge base.
- Incident Management and Root Cause Analysis: Lead incident management and conduct thorough root cause analysis to prevent recurring issues.
- Contribute to AI-driven automation: Leverage AI to find creative and innovative ways to solve problems and automate support related tasks. Ensure resolution documentation is clear and correct to support future AI systems for automating ticket resolution.
- Provide feedback on recurring issues: Analyze ticket trends and provide feedback on common themes or issues, suggesting improvements for future projects.
- Continuous Improvement: Actively identify and implement improvements to processes, tools, and workflows to enhance overall service desk efficiency and user satisfaction.
- Escalation management: Identify and escalate issues outside your expertise to the appropriate teams for resolution.
- Adherence to SLAs: Consistently meet service level agreements (SLAs) by ensuring timely responses and issue resolutions.
- Advanced Reporting and Metrics: Measure and report on service desk performance to drive improvements and track KPIs.
- Timely communication with stakeholders: Ensure stakeholders and requesters receive regular and prompt updates on ticket status.
- Conflict Resolution and Stakeholder Management: Handle escalations and manage relationships with key stakeholders and challenging situations.
- Streamline ticketing systems: Assist in consolidating various ticketing tools into a single, unified solution for better efficiency.
- Feedback Loop for Service Improvement: Establish a feedback loop with users and stakeholders to gather input on service quality and areas for improvement.
- Support GTM organization: Focus on increasing ticket resolution speed and improving overall service delivery for the GTM organization.
- User Education and Support: Proactively educate end-users on common issues, best practices, and troubleshooting steps to reduce the volume of basic tickets.
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