Service Desk Specialist

Moser Consulting • Indianapolis, IN

15h • $34,000 - $58,000 • Hybrid

About The Position

For more than 25 years we have formed partnerships and grown through open and honest collaboration with our clients, partners, and employees. We are best known for taking great care of our clients, our dedication to creating a work environment where employees do their best work, and our deep commitment to continuous improvement. Our consultants work in a collaborative and fast-paced environment, are self-motivated, and are passionate about evolving technology. It is no accident that we are recognized as one of the Best Places to Work in Indiana for 10 consecutive years. Internally, we believe in building strong teams from the top down with a focus on values in our Model-Coach-Care philosophy. Our leadership are encouraged and trained to model good practices, mentor other employees and each other, and show empathy and caring in all interactions. This is the base of our core values: Accountability, Balance, Collaboration, Focus, Integrity, Social Responsibility, Support and Transparency. Moser Consulting believes in equal opportunity for all people and is committed to enabling a diverse, equitable, and inclusive culture. We foster a spirit of unity that respects the remarkable individuality of everyone's culture, history, and service. Description The ideal candidate is a self-starter, we value providing superior customer service 24/7 and are committed to the successful operation of our Help Desk. We are seeking a qualified service desk specialist to assist our customers with questions and problems concerning applications, computer systems, and software. The specialist will work with customers remotely guiding them through applications, resetting passwords and troubleshooting. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.

Requirements

• Positive attitude with a drive for success.
• Dependable, reliable, with a strong attention to detail.
• An effective communicator who understands the importance of listening and being empathetic.
• Ability to maintain confidential information.
• Ability to work and grow in a fast-paced environment.

Nice To Haves

• 2-5 years’ experience desired.
• Bachelor’s Degree in Computer Science or equivalent work experience.
• Experience with the following technologies: Windows 10, 7, Microsoft Office.
• Certifications desired: ITIL Foundations, A+, HDI Support Center Analyst (HDI-SCA)

Responsibilities

• Provide first-level support for application-related issues across web and mobile platforms.
• Troubleshoot and resolve issues related to user interface, functionality, and system compatibility.
• Monitor application performance, identify patterns, and propose solutions to recurrent issues.
• Collaborate with development and production teams to communicate user feedback and suggest enhancements.
• Ensure high levels of user satisfaction through effective communication and timely resolution of issues.
• Maintain up-to-date knowledge of application features, updates, and standard operational procedures.
• Educate users on application functionalities, updates, and best practices.
• Participate in regular training sessions to stay informed about the latest technological advancements and best practices in application support.
• Review user satisfaction post-resolution, such as surveys or feedback forms, to continually assess and improve the services desk's performance.
• Work during designated shift in support of 24/7 coverage.
• Upholds a sense of customer service and measures client satisfaction.
• Inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction.
• Ensuring that quality standards are upheld.
• Deliver the allocated part of the operation within agreed service levels and business targets.
• Work in collaboration with all team members to ensure completion of support tickets.
• Escalate any appropriate problems to problem manager & management.
• Develops clear communications skills, effectively sharing ideas and updates with team members and learning to receive feedback constructively.
• Demonstrates growing abilities in identifying, analyzing, and proposing initial solutions to technical problems, with a willingness to seek guidance when necessary.
• Shows eagerness to learn and adapt to new environments and technologies, taking on small-scale projects or tasks as a part of a taking on small-scale projects or tasks as a part of a team.

Benefits

• Training Opportunities: We believe in lifelong learning and provide numerous avenues for skill enhancement.
• Fully Invested 401K Plan: We help secure your future with a fully invested 401K plan.
• PPO and HDHP Medical Plans: Choose the health insurance program that best fits your needs.
• Employer-Paid Dental and Vision Plans: We cover dental and vision plans, ensuring our employees have access to comprehensive health care.
• Onsite Fitness Center: Stay fit and healthy with our state-of-the-art fitness center.
• Wellness Program: We promote a healthy lifestyle with our wellness program.
• Catered Lunches: Enjoy delicious catered lunches regularly.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level