Roeing is currently looking for a motivated Service Desk Specialist to join our IT Service Management Team. This team member would be the first point of contact for exceptional customer service and the distribution of client service requests to teammates in the department. The Service Desk Specialist determines the severity and priority of customer service requests, provides Level 1 tech support for some requests, and escalates requests to Level 2 and Level 3 support as necessary. As a member of our IT Service Management Team, you will collaborate, learn, and share knowledge with our other Specialist and Engineers to accommodate the rapidly changing nature of business technology and to intimately understand our client’s business needs to serve them more efficiently.
Primary Responsibilities:
- Initial point of contact for all service questions and customer interactions
- Troubleshoot and Resolve customer issues with company products and applications
- Answer other customer questions and offer them access to helpful resources
- Direct questions to the right department when needed
- Ensure customer satisfaction
- Monitor and maintain client documentation
- Maintain accurate records of interactions with customers and recurring user problems
- Follow up with customers as needed to ensure any problems are resolved
- Work closely with the Service Desk Team on status of client needs and requests
- Ensure the confidentiality and integrity of our corporation and customer data
- Working at a desk setting 8 hours each day
- Problem-solving and research skills that translate to the ability to find solutions for customer problems when a solution is not immediately apparent
- Be able to prioritize and work under pressure
Desired Skills and Experience:
- Knowledge and comfortable using Microsoft Office products
- Problem-solving and research skills that translate to the ability to find solutions for customer problems when a solution is not immediately apparent
- Interpersonal skills that function to create connections and positive experiences for customers
- Trouble-shooting Skills
- Patience and ability to remain calm
- Organizational abilities
- Confident in making decisions, accurate, detailed-oriented, and able to problem solve/analyze.
- Must be a Team Player
- Willingness to learn and grow
- Former Software or Service Desk Experience
- Preferred exceptional interpersonal skills (team building, positive thinking, can-do attitude, and job flexibility)
Education:
- Associates degree in a related field and/or a minimum of two years of relevant experience in the Information Technology field desired, but not required.
- Case Management or Social Services background a plus, but not required.
Job Type: Full-time
Location: Indianapolis & Lafayette, Indiana
Work authorization: United States (Required)
Benefits:
- Health, dental and vision packages
- 401(k) plan
- Company paid life insurance
- Vacation & Holiday pay
- Section 125
Additional Information:
- Working hours needed between the hours of 9:00 a.m. to 6:00 p.m.
About Roeing:
Founded in 1979, Roeing IT Solutions is home to business IT consulting and software engineering specialists, with decades of industry experience. Roeing provides the resources and the expertise to keep your business innovative and fully-functional. With best-in-class IT software products, fully managed IT infrastructure, and the most effective cloud solutions, Roeing creates a unified working environment. By uniting all communications systems, from voice, data, wireless, and security, your organization will gain a competitive edge. Roeing is an industry adept and highly professional information technology firm, giving our clients the full benefit of our expertise, from strategic planning and process improvement consulting to software as a service (SaaS) and system integration.
