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Service Desk / NOC Agent - Virtual(Night Shift) Denver, CO, USA * Houston, TX, USA * Phoenixville, PA 19460, USA * Seattle, WA, USA Req #3707 Wednesday, June 26, 2024 At Diversified, we don't just follow tech trends - we set them by leveraging the best in technology and ongoing advisory services to transform businesses. Our comprehensive suite of solutions is engineered to help our clients build connections that make a difference - whether by inspiring viewers, engaging associates, motivating audiences, or streamlining and safeguarding operations. Our dedicated teams craft solutions experienced by millions every day including: Delivering the fan experience at one of 100+ sports facilities for the NFL, MLB, NBA, NHL, MLS, NCAA Building the first fly pack broadcast system transportable by air - bringing the 2022 World Cup and Super Bowl into homes across the world Engineering the first high-density pixel canvas to display HD content at that scale for the Vornado, Marriott Marquis LED Display in Times Square, NY Empowering and monitoring communication and collaboration solutions within multi-national companies around the globe Founded in 1993, we're a global organization serving local needs with associates worldwide. Learn more at onediversified.com and follow us on LinkedIn and Twitter. What part will you play? Federal Service Desk Level 1 is responsible for handling all client interactions through our ticketing system right from intake all the way through to resolution, making sure to document every step of the process from start to finish. This includes performing initial triage and troubleshooting of the issue, and deciding whether the issue needs to be assigned to the Level 2 team or if a technician needs to be dispatched to the site. What will you be doing? Responsible for 24 x 7 service desk intake operations. Intake & track service issues and requests from clients via phone, email, chat, Customer Portal, or automated ticket alerts. Make outbound calls for proactive monitoring of tickets. Complete level 1 triage/troubleshooting with internal and external clients and ask right questions to process the case forward Work with team members as needed to ensure proper ticket entitlement/coverage. Provide remote white glove support for client meetings/events as required. Adhere to all departmental and company-wide guidelines, practices, policies, and procedures. Log and track issues using incident/problem management database (ConnectWise) with accurate, up to date information. Work with Level 2 Agents, Field Technicians, subcontractors, and clients to maintain communication on open service tickets. Maintain tickets; update and follow-up with internal and external clients/personnel within the required contractual SLA timeframe. Review open tickets to ensure timely resolution. Provide timely updates to clients on any changes to their service ticket. Communicate with prospective clients and refer them to Sales as needed. Determine when an issue requires escalation to a higher-level support member or management. Deliver committed SLAs across all channels. Maintain the highest level of customer satisfaction. Ensure documentation accuracy across tickets, calls, emails and chats for procedure & processes Follow and implement all directives, policies and procedures issued by management. Identify, assign, and follow up on work activities of team members. Follow all new or revised policies, procedures and /or processes and stay compliant Maintains a high-quality work environment so team members are motivated to perform at their highest level. Uses appropriate judgment in upward communication regarding department or employee concerns. Ensures appropriate trainings and compliance courses are fulfilled with 100% commitment Contribute to work procedures and processes that support t