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Service Desk Specialist
Gannett
Chesapeake, VA, United States
Job Details - this job has expired, please see similar jobs below
Overall purpose and objective of this position:
The Services Desk Specialist is a dedicated front line customer support intake position serving a catch and release function for incoming phone calls, email, service desk or web request. For incoming phone calls, this is the first direct contact customers will have with the Technology Support Services team so excellent customer friendly verbal communication skills are required.
Specific Duties / Assignments:
· Receive customer contacts by phone, email, service desk or web.
· Interact with customers to record, categorize, prioritize and possibly close customer requests
· Determine issue supportability, transfer or escalate issues as necessary
· Resolve incidents and fulfill service requests that do not require logging into an application, web service or other system.
· Keep customers updated on the resolution status of their issues and requests.
· Identify and report on service and support trends that may indicate an event or service problem.
· Adjust language or terminology to the characteristics and needs of the audience.
· Utilize available job aids, support tools and online documentation.
Required Skills / Experience / Qualifications:
· Must be dedicated to providing excellent customer service.
· Professional, positive and amicable attitude and demeanor.
· Demonstrated appropriate discretion and sensitivity with customers and colleagues.
· Top-notch communications and interpersonal skills and listening comprehension.
· Ability to follow written and verbal directions.
· Ability to work both independently and collaborate as part of a team.
· Must be self-motivated, organized, thorough and detail-oriented.
· Be able to work quickly and be calm under pressure.
· Express ideas clearly over the phone, in person or in writing.
· Must display commitment to teamwork and excellent customer service. Meet or exceed expectations of internal and external customers.
· Must possess familiarity and knowledge of Gannett’s publishing environment, publishing products, systems architecture and policies.
· Perform quality work that has been tested with an emphasis on the highest possible accuracy.
Education and Related Experience:
· Minimum of one year Associates degree or related work experience.
· Minimum of one year experience in an application support or service desk environment.
· Working knowledge / understanding of Internet and networking.
· Requires baseline knowledge of company services and applications to interface successfully with customers.
· Technical and PC skills must include proficiency in Microsoft Word, Excel and Outlook.
Gannett Co., Inc. (NYSE: GCI) is a proud equal opportunity employer. We are a drug free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation or veteran status