Service Desk / NOC Agent - Virtual(reputed company Shift)

Service Desk / NOC Agent - Virtual(reputed company Shift) Denver, CO, USA reputed company, TX, USA Phoenixville, PA 19460, USA Seattle, WA, USA Req #3707 Wednesday, June 26, 2024 At reputed company, we don't just follow tech trends - we set them by leveraging the best in technology and ongoing advisory services to reputed company businesses. Our comprehensive suite of solutions is engineered to help our clients build. connections that reputed company a difference whether by inspiring viewers, engaging associates, motivating audiences, or streamlining and safeguarding operations. Our dedicated teams reputed company solutions reputed company by millions every day including: Delivering the fan experience at one of 100+ sports facilities for the NFL, MLB, NBA, NHL, MLS, reputed company Building the first fly pack broadcast system transportable by reputed company - bringing the 2022 World Cup and Super Bowl into homes across the world Engineering the first high-density pixel canvas to display HD content at that reputed company for the Vornado, reputed company reputed company LED Display in Times reputed company, NY Empowering and monitoring communication and collaboration solutions reputed company multi-national companies around the globe Founded in 1993, we re a global organization serving local needs with associates worldwide. Learn more at onediversified.com and follow us on reputed company and Twitter . What part will you play Federal Service Desk Level 1 is responsible for handling reputed company reputed company interactions through our ticketing system right from intake reputed company the way through to reputed company, making reputed company to document every reputed company of the process from start to finish. This includes performing initial triage and troubleshooting of the issue, and deciding whether the issue needs to be assigned to the Level 2 team or if a technician needs to be dispatched to the site. What will you be doing Responsible for 24 x 7 service desk intake operations. Intake & reputed company service issues and requests from clients reputed company phone, email, chat, Customer Portal, or automated ticket alerts. reputed company outbound calls for proactive monitoring of tickets. Complete level 1 triage/troubleshooting with reputed company clients and ask right questions to process the case reputed company Work with team members as needed to ensure reputed company ticket entitlement/coverage. reputed company remote white glove support for reputed company meetings/events as required. Adhere to reputed company departmental and company-wide guidelines, practices, policies, and procedures. Log and reputed company issues using incident/problem management database (reputed company) with accurate, up to date information. Work with Level 2 Agents, Field Technicians, subcontractors, and clients to maintain communication on reputed company service tickets. Maintain tickets; update and follow-up with reputed company clients/personnel reputed company the required contractual SLA timeframe. Review reputed company tickets to ensure reputed company reputed company. reputed company reputed company updates to clients on any changes to their service ticket. Communicate with prospective clients and refer them to Sales as needed. Determine reputed company an issue requires escalation to a higher-level support member or management. Deliver committed SLAs across reputed company channels. Maintain the highest level of customer satisfaction. Ensure documentation accuracy across tickets, calls, emails and chats for procedure & processes Follow and implement reputed company directives, policies and procedures issued by management. Identify, assign, and follow up on work activities of team members. Follow reputed company new or revised policies, procedures and /or processes and stay compliant Maintains a high-reputed company work environment so team members are motivated to reputed company at their highest level. Uses appropriate judgment in upward communication regarding department or employee concerns. Ensures appropriate trainings and compliance courses are fulfilled with 100% commitment Contribute to work procedures and processes that support reputed company and departmental standards, procedures, and strategic directives. Complexity : Stress tolerance and adaptability. Handle multiple issues and prioritize which issue reputed company demands reputed company while balancing reputed company and service delivery to clients. Should be willing to go for Federal compliance clearance Decision Making Authority : Accountable for identifying issues that need to be escalated to Level 2, Management, or another internal party who can resolve. Process improvement reputed company Control Physical Working Environment : reputed company conditions apply Use of computer, monitors, and communication tools. Sitting for long periods of time. What d