Service Desk Support Representative

The Service Desk Support Representative, with guidance, assists the Support Desk Supervisor in ensuring all Facilities, IT, Third Party Vendors, and customer service requests are triaged, dispatched, and acted upon within the service level agreement standards. The ideal team member can handle multiple service requests simultaneously and prioritize to provide the fastest resolution to the end customer. Problem-solving skills as well as customer service skills are required to ensure a quick response time.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Responsibilities:

• Answer incoming incidents, via phone calls, Service-Now, and e-mail.
• Under general supervision, troubleshoot, diagnose, and resolve basic to moderately complex technical, maintenance, and operational problems
• Effectively organize and present information to subject matter experts when necessary.
• Utilize the tools and systems provided to complete assigned responsibilities
• Attain a general knowledge of all aspects of the Parker’s Organization to provide support and troubleshooting to any of our stores, office personnel, and customers.
• Understanding of troubleshooting approaches, tools, and techniques, and ability to anticipate, recognize, and resolve (maintenance, technical, or operational) problems

Knowledge, Skills, and Abilities:

• Excellent written and oral communication skills
• Very strong general troubleshooting and customer service skills
• Proven ability to work independently as well as part of a diverse team
• Have a general understanding of the convenience store industry
• Demonstrated technical skills needed to adapt to rapidly changing technology
• Ability to quickly analyze and troubleshoot problems on minimal data
• Be able to work in a diverse and fast-paced environment
• Be able to multitask efficiently

EDUCATION AND REQUIREMENTS

Required:

• 1-2 years of experience in a Customer Service environment
• High School Diploma/GED, Technical Certification or equivalent experience
• Flexibility to work after hours and/or on-call rotations as needed
• Technically competent and a strong ability to multi-task

Preferred:

• 1-3 years experience in Convenience/Retail Operations

Travel:

• Occasional travel required, primarily local.

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer

Equal Opportunity Employer


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