IT Service Desk Representative
1 day ago
We are seeking a highly skilled and organized IT Service Desk Representative to join our team at WORQ Enterprise. As a key member of our operations department, you will be responsible for providing exceptional customer service to our members, resolving technical issues, and improving our overall helpdesk operations.
Main Responsibilities:- Process Improvement & Automation: Identify opportunities to simplify and automate workflows across departments, design and implement no-code automation solutions, and document process improvements.
- Helpdesk Management: Monitor and respond to all email inquiries, manage the live chat function, handle inbound phone support, and track resolution times.
- IT Administration & Documentation: Manage IT documentation, coordinate with vendors, maintain organized records of IT assets and licenses, and create and update IT policies and procedures documentation.
- Knowledge Management: Develop and maintain comprehensive training materials, create and update the company knowledge base, produce step-by-step manuals, and ensure all documentation remains current.
- Performance Monitoring & Reporting: Track key performance indicators, prepare visual data presentations, identify trends and areas for improvement, recommend data-driven solutions, and develop and maintain dashboards.
Requirements:
- Bachelor's degree in Customer Service, IT, Business Administration, or related field.
- 3-5 years experience in a customer service role with significant IT components.
- Demonstrated experience with helpdesk or service delivery functions.
- Experience in multi-location business environments preferred.
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