Vacancy caducado!
Library of Congress
Active Public Trust clearance The Service Desk Agent II may perform some/all of the following tasks:- Answers inquiries by clarifying desired information, researching, locating, and providing information
- Resolves problems by clarifying issues, researching, and exploring answers and alternative solutions.
- Implementing solutions; escalating unresolved problems
- Fulfills requests by clarifying desired information; completing transactions; forwarding requests
- Maintains call center database by entering information and document customer interaction
- Updates job knowledge by participating in educational opportunities and knowledge management
- Develops appropriate reporting requirements by supervisor or manager
- Handles Subject Matter Expert inquiries and assist other team members
- Assists in the training of new-hires and assist in quality assurance activities
- ITIL Knowledge
- Small team management
- Familiarity with Quality Assurance Process
- Familiarity with Service Desk Process
- Must be A+ certified within 6 months of joining the contract.
- ServiceNow
- Associates or 2 years equivalent work experience