JOB SUMMARY

This position oversees the day-to-day activities of the Service Desk, including training, customer support, quality assurance, and performance improvements. This position communicates with and motivates team members on a daily basis to ensure the team is providing exceptional customer service at all times. This position helps provide on-call support after hours as needed and act as a backup to the Service Desk Manager when away.

Receives a moderate level of guidance and direction. Solves a range of moderately complex problems. Leads projects of limited scope and portions of larger projects. Provides informal guidance to team members with less experience. Contributes to department objectives and outcomes as guided.

JOB DUTIES

• Coordinates the Service Desk team members in their daily duties of answering incoming calls, emails, chat, and walk-ups in a manner that facilitates exceptional customer service.
• Assists with workload as needed to ensure performance goals are achieved.
• Acts as a technical escalation point for team members and Priority 1 escalations.
• Monitors phone activity to ensure proper handling and coverage of calls considering the team’s over-all workload.
• Monitors Service Desk incident/request queue to ensure timely completion within established SLA’s.
• Randomly performs the required monthly call audits on each representative and provide timely feedback.
• Reviews customer inquiries/complaints, rectifies issues and liaises with appropriate IT groups to handle complex issues and increase service delivery pace.
• Acts as a mentor to new employees and assists with the development of team members.
• Improves performance and achieves higher results through employee motivation.
• Demonstrate sincere personal commitment to promptness, reliability and quality work.
• Identify and document any operational issues for process improvement.
• Work to ensure knowledge articles stay current and up-to-date.
• Promote processes that support the ITIL methodology for Incident, problem and change management.
• Exemplifies KCS Vision, Values, and Culture in each and every interaction with team, clients, and stakeholders.

BASIC QUALIFICATIONS

• Bachelor's degree from an accredited university or college, preferably in a job related major field of study
•  90% English Proficiency both in reading, writing & speaking. This would include technical, business and casual situations.
• Minimum two (2) years of relevant professional experience, or equivalent combination of education and experience

PREFERRED REQUIREMENTS

• Post-secondary education; 4 years related experience.
• A+
• ITIL Foundation
• Ability to tactfully identify diverse customer needs and respond appropriately
• Strong decision-making skills.
• Exemplary communication and phone skills
• Ability to make sound judgment calls
• Ability to motivate and mentor fellow staff toward a high productivity and excellence in a team environment

The duties listed are representative of the job; however, it in no way states or implies that these are the only duties a person may be required to perform.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related or is an essential function of the position.

We are proud to be an EEO/AA employer/Veteran/Disabled. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Required Skills Required Experience