IT Service Center Specialist
- Answers inbound contacts via phone, email, or self-service portal reported into the IT Service Center. Interprets, analyzes, researches and resolves simple to moderately complex inquiries and determines appropriate solution, vendor or technical area to resolve the problem. Specialists are required to track detailed information about each customer's service need in an incident management system. They then document their diagnostic steps and communications with the customer as they troubleshoot the reported problem. These accountabilities are measured against IT service center metrics.
- Understands and defines incidents clearly, gathers and evaluates relevant information. Applies previous learning to new situations, and presents well-considered alternatives when making recommendations. Makes decisions in a timely manner, and consults with Sr. team members or Team Leads prior to implementing revenue or production impacting decisions. Performs initial diagnosis and incident resolution for simple to moderately complex incidents/requests. These accountabilities are measured against IT Service Center metrics in alignment with IT Service Center metrics.
- Service Center Specialists are responsible for ensuring customer satisfaction in every step of incident resolution. Is dedicated to meeting the expectations and requirements of internal and external clients; acts with clients in mind; establishes and maintains effective relationships with clients and gains their trust and respect; goes above and beyond to anticipate client needs and responds accordingly. These accountabilities are measured against IT Service Center metrics in alignment with IT Service Center metrics.
- Acts as a single point of contact to customers as representation of the Information Technology department. Manages relationships effectively with all business areas, IT groups and third party vendors. Own and progress incidents and requests technology on the customer's behalf. Perform post-resolution follow up to help requests. These accountabilities are measured against IT Service Center metrics in alignment with IT Service Center metrics.