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Service Desk Specialist

  • Location: Dublin, Franklin, Ohio
  • Job Type:Contract

Posted 19 days ago

  • Expiry Date: 01 October 2021

​​Job Description:

Description:

  • To serve as a system support quality assurance lead with the responsibility of providing leadership for overall support quality; to provide guidance and  mentoring; to provide an escalation quality validation point; to identify, research and resolve complex technical problems; to create and manage escalation procedures and ensure service levels are maintained; to perform required documentation and monthly quality ticket review; and track and monitor issues ensuring resolution in a timely manner.

Responsibilities:

  • Provides leadership, direction, and support to a team of IT Support colleagues.

  • Ensures IT Support processes and procedures are adhered to and departmental objectives are met.

  • Acts as quality assurance by identifying, researching, resolving and responding to technical and non-technical issues or questions from internal and external customers.

  • Monitors workloads and status; supports colleagues by providing advice on handling complex issues.

  • Ensures company customer service standards are met.

  • Communicates high visibility issues to immediate supervisor.

  • Maintains good client relationships.

  • Serves as a final level of quality for issue escalation research.

  • Continues to identify areas of improvement (process or employee).

  • Identifies, researches, replicates issues, resolves and responds to issues or questions received from internal and external customers as needed.

  • Manages complex troubleshooting and software development issues as needed.

  • Maintains intimate knowledge of claim systems, adjuster job functions and company workflow and processes as needed to solve support related issues.

  • Escalates calls to the appropriate departments as needed.

  • Assists in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction as needed.

  • Provides status and follow-up information to internal or external customers as needed.

Supervisory Responsibilities

  • Administers company personnel policies in all areas and follows company staffing standards and training recommendations.

  • Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.

  • Provides support, guidance, leadership and motivation to promote maximum performance.

Education & Licensing

  • Bachelor's degree from an accredited college or university preferred.

Experience:

  • Six (6) years of Help Desk or technical support service experience or equivalent combination of education and exp

  • erience required. Supervisory experience preferred.

  • 5 years of IT Software Analysis experience.

Skills & Knowledge:

  • Excellent customer service skills

  • Proven understanding and knowledge of Quality

  • Good knowledge of service center processes and procedures

  • PC literate, including Microsoft Office products

  • Leadership/management/motivational skills

  • Analytical and interpretive skills

  • Strong organizational skills

  • Excellent interpersonal skills

  • Excellent negotiation skills

  • Good judgment and discretion skills

  • Ability to manage multiple projects and set priorities

  • Ability to work in a team environment

  • Ability to meet or exceed Performance Competencies

  • Ability to complete required number of monthly quality monitors

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.