IT Call Center Agent - Opportunity to Make a Difference

** Three month contract position, expected to run through mid June **

IT Call Center Agent

Position Description: We are actively seeking an Information Technology (IT) Call Center Agent to join our client's team. As the initial point of contact for all IT-related inquiries, the incumbent will handle incoming calls and emails, providing support to both internal and external customers. This role plays a crucial part in resolving issues and ensuring the smooth operation of department's technology systems and services.

Responsibilities:

• Serve as the primary contact for all incoming phone and email inquiries regarding department's technology issues.
• Manage and assess incoming service requests, including ServiceDesk Support Tickets, phone calls, and emails.
• Document and escalate issues as necessary, ensuring timely resolution and customer satisfaction.
• Participate in discussions to identify trends and develop solutions for ADE technology-related matters.
• Attend weekly team huddles and meetings, whether online or in person.
• Perform other duties as assigned related to the position.

Skills Required:

• Proficiency in service request management and tracking software.
• Strong understanding of IT Tier I support and escalation procedures
• Ability to analyze, evaluate, and solve IT related problems efficiently
• Capacity to work independently or collaboratively in dynamic environments.
• Ability to communicate technical information clearly to both technical and non-technical users.

Experience Required:

• Minimum of 1 year of experience in an IT Call Center environment.

Experience Preferred:

• Experience with Genesys Cloud Call Center software.

Education Required:

• Bachelor's degree in a job-related field.
• Degree Equivalency: 4 years of job-related work experience or an Associate's degree and 2 years of job-related work experience.

Additional Information:

• Position end date: Mid-June 2024.
• This position is 100% on-site and open to local Phoenix candidates only.