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Full-time Service Desk Triage Specialist

at GreatAmerica Financial Services in Cedar Rapids, IA

Job Description
This position is responsible for providing primary support to the internal and external user community on a variety of issues by consistently applying our defined processes with an understanding of computer hardware and software to resolve those issues.

Essential Functions

Act as first point of contact for user phone calls to the service desk
Triage and accurately document user support issues according to defined procedures, focusing on impact and urgency
Act as a liaison between customers and technical escalation teams, communicating technical information in layman’s terms.
Resolve incidents with known solutions (per the knowledgebase), according to support standards and defined procedures
Escalate more involved issues to the appropriate Tier 2 and Tier 3 support teams for expedient resolution.
Deliver fanatical customer support
Live the GreatAmerica principles
Perform miscellaneous duties as required.
Knowledge, Skills and Abilities
For all GreatAmerica team members: Honesty/Integrity, Customer Oriented, Accountability, Tenacious, Communication Skills (Oral & Written), Adaptability

For this position: Accuracy, Active Listening, Detail Oriented, Empathetic, Enthusiastic, Interpersonal, Problem Solving, Time Management, Working Under Pressure

Education: The ideal candidate would have an entry level understanding of the IT industry fundamentals, concepts, terminology, platforms and processes.

Experience: The ideal candidate would have previous customer service and/or call center experience.

Computer Skills: Basic understanding of Microsoft Windows (7 and higher), Internet browsers (Internet Explorer, Chrome, Firefox), Microsoft Office (Word, Excel, PowerPoint, Outlook)


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Published at 04-26-2017
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