Service Desk Technician

Job Description

Job Description

Join Our Team as a Business Application Support Service Desk Representative I

Are you passionate about helping people solve technical challenges while delivering exceptional customer service? We are looking for a motivated and customer-focused Business Application Support Service Desk Representative I to join our team. In this role, you will serve as the first point of contact for end users requiring support for our proprietary business applications, providing timely issue resolution and ensuring an outstanding customer experience.

This position offers the opportunity to work with a variety of web-based and mobile applications while developing technical expertise in a fast-paced, service-oriented environment.

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Position Summary

The Business Application Support Service Desk Representative I provides first-level support for business-critical applications used throughout the organization. This role is responsible for receiving and responding to user inquiries via phone, email, and chat, troubleshooting application-related issues, documenting interactions, and escalating complex issues when necessary.

Successful candidates demonstrate strong customer service skills, technical aptitude, problem-solving abilities, and a commitment to achieving service-level objectives.

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Key Responsibilities

Customer Support & Incident Resolution

• Serve as the primary point of contact for end users seeking assistance with business applications.

• Provide support through phone, email, chat, and self-service channels.

• Listen actively and ask probing questions to identify root causes of issues.

• Deliver clear, step-by-step guidance to users, including screen-sharing sessions and user education as needed.

• Research and troubleshoot application-related issues for both web-based and mobile platforms.

• Determine incident impact, urgency, and priority based on established guidelines.

• Resolve issues at the first point of contact whenever possible, targeting a 70-80% first-call resolution rate.

• Escalate unresolved issues following established support and escalation procedures.

Ticket Management & Documentation

• Log and document 100% of support requests within the ticket management system.

• Maintain accurate records of incidents, troubleshooting activities, resolutions, and escalations.

• Track support requests through completion and ensure timely follow-up with users.

• Monitor assigned tickets and manage workloads effectively to meet Service Level Agreements (SLAs).

Service Desk Operations

• Manage personal call queue and maintain readiness standards throughout the workday.

• Adapt priorities during periods of high call volume.

• Meet or exceed established service metrics and performance expectations.

• Share knowledge and best practices with team members to support overall team success.

Continuous Learning

• Expand knowledge of business applications, hardware, mobile technologies, and system enhancements.

• Participate in training sessions and self-development opportunities.

• Stay informed about new features, updates, and process improvements.

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Qualifications

Education

Required:

• Associate's Degree or equivalent certificate from a technical program.

Substitution:

• Relevant experience in computer science, technical support, process improvement, or the funeral industry may substitute for required education on a year-for-year basis.

Preferred:

• Bachelor's Degree.

Experience

Required:

• Minimum of two (2) years of technical end-user support experience resolving application and system issues over the telephone.

• Two (2) years of Help Desk or Service Desk experience providing technical and operational support.

• Experience supporting:

o Computer hardware

o Mobile devices and tablets

o BYOD (Bring Your Own Device) environments

o Business applications and systems

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Knowledge, Skills & Abilities

The ideal candidate will possess:

• Exceptional customer service and interpersonal skills.

• Ability to remain professional and composed in challenging situations.

• Strong troubleshooting and problem-solving abilities.

• Technical aptitude with the ability to quickly learn new applications and technologies.

• Experience supporting users through multiple communication channels, including phone, email, chat, and in-person interactions.

• Strong organizational skills with the ability to manage multiple priorities.

• High attention to detail and accuracy.

• Proficiency with Microsoft Windows operating systems.

• Working knowledge of Microsoft Office Suite.

• Excellent written, verbal, and listening communication skills.

• Ability to build trust and rapport with users and colleagues.

• Strong analytical and critical thinking capabilities.

• Self-motivation with the ability to work independently.

• Commitment to confidentiality and professional integrity.

• Ability to work effectively in both office and remote environments.

• Funeral industry knowledge is a plus.

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What Success Looks Like

In this role, you will:

• Provide support to end users at least 95% of the time through designated support channels.

• Consistently meet or exceed Service Level Agreement (SLA) targets.

• Deliver a high level of customer satisfaction through professional and effective service.

• Demonstrate accountability, teamwork, and continuous improvement.

• Successfully balance technical troubleshooting with exceptional customer care.

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Work Environment

• Professional office and remote work environment.

• Primarily indoor work setting.

• Adherence to established schedules, attendance requirements, and company policies.

• Frequent use of computers, telephones, and office equipment.

• Extended periods of sitting, often up to six hours.

• Occasional stair climbing to access facilities.

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Work Schedule

• Full-time position.

• Ability to work beyond standard business hours when needed.

• Participation in rotating shifts, weekends, and holiday coverage.

• Minimal travel required.

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Why Join Us?

This is an excellent opportunity for a customer-focused technology professional looking to grow their career in application support and service desk operations. You'll gain exposure to business-critical applications, collaborate with talented professionals, and play a key role in supporting the tools that help our organization serve customers every day.

Apply today and help deliver exceptional technology support that makes a difference.