Operations Service Desk Representative

US-NE-Omaha
2 months ago
ID
2017-1498
# of Openings
6
Category
Security Operations

Overview

Service Desk Representatives are the first point of contact for customers with Managed Security / Vulnerability Services.  They offer a prompt and professional ticket/event handling service to customers and support the MSS/VST team working on problem resolution.  In addition, they manage their own case load of authentication and non-technical tickets/events while keeping focused on providing world class customer support.

Responsibilities

 As an Operations Service Desk Representative, you will be accountable for

  • Monitoring the shared SOC email in-boxes, processing emails and taking telephone calls in English, ensuring all incoming queries are dealt with within the relevant SLAs
  • Proactively managing ticket progress for all ticket and event types and maintaining close liaison with Security Analysts to ensure that customers are helped as effectively as possible
  • Monitoring tickets and changes and assigning as appropriate
  • Working on token and portal related tickets and tasks
  • Maintaining accurate and sufficiently detailed documentation of work performed
  • Adhering to escalation and call management processes and procedures
  • Interacting efficiently with other team members and colleagues in order to progress work as required
  • Sharing knowledge with other team members
  • Writing and updating procedural articles for Service Desk processes
  • Managing non-technical tickets
  • Gaining basic knowledge of the Operations Service Desk, but also the SOC at large, so that you will have a more thorough understanding of the aspects of the Operation for NTT Security U.S.

Qualifications

  • Customer service experience in a similar support role, ideally within the IT industry
  • Lateral thinking combined with good problem solving skills
  • Good verbal and written communication skills combined with a professional telephone manner
  • Basic Internet/network experience/knowledge
  • Excellent keyboard skills and good knowledge of Microsoft Excel, Word and Outlook
  • Team player with the ability to share knowledge and help colleagues for the overall benefit of the service
  • Fluent in English
  • Enthusiasm for customer satisfaction
  • Ability to maintain performance when under pressure and manage time effectively through the application of organization and planning skills
  • Ability to make decisions independently within a broad procedural framework and raise any issues
  • Pro-active and enjoys multitasking, while retaining a high quality of work
  • Ability to work to defined processes and procedures and raise any practical problems
  • Ability to maintain ownership of problems and follow them through to completion
  • Flexible with regards to working hours as required

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