Service Corporation International
Service Desk Technician I
Service Corporation International, Houston, Texas, United States, 77246
JOB RESPONSIBILITIES
Applying excellent customer service skills provide technical assistance for phone, self-service, email, and desk side technology requests. Documented incidents in HEAT software with applicable detail; ask user-probing questions to ascertain detail and event sequence. Manage user relationship and expectations during escalated issue process.
Assesses emergencies and escalates. Schedules, prioritizes and distributes to appropriate IT department for priority resolution. Manage critical or emergency incidents; assess situations, and develops action plans to resolve issues. Ensures leadership is promptly aware of Management escalations and dissatisfactions.
Contacts outside vendors and other functional areas within SCI IT to research, troubleshoot, and improve knowledge base.
Accurately tracks, documents and allocates project time.
Expectations
Learning to apply knowledge and skills to the business environment. Works under guidance with work peer reviewed for accuracy, quality, and coaching. Completes routine work following established procedures and complying with regulations and policies; escalates non-routine issues for assistance. Exhibits accountability for behaviors. Ensures compliance with local, state, and federal regulations.
Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from manager. Adjusts effectively to work within new work structures, processes, requirements or cultures.
This is not intended to be an all-inclusive list of the essential functions or duties related to this job
Minimum Requirements Education
Two year degree or technical program certificate
Experience
At least one (1) year experience in technical and operational support for customers in the use of computer hardware and applications via telephone
Experience working with ITSM and remote control support tools, Microsoft Windows operating systems, and Microsoft office suite
Knowledge, Skills and Abilities
Proficient customer service and listening skills
Ability to handle multiple tasks simultaneously
Ability to quickly learn new hardware and application technology required
Cognitive ability including reasoning, planning, identify problems, comprehend ideas, learn quickly, learn from experience, and appropriately apply learning to new situations.
Process and results oriented, motivated to keep projects moving ahead by identifying obstacles to management
Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and is highly self-motivated
Ability to build professional and trusting business relations
Professional written and verbal communication skills
Work Conditions
Office work environment
Comply with Corporate dress code policy
Work Postures
Sitting continuously for many hours per day, up to 6 hours per day
Climbing stairs to access buildings frequently
Physical Demands
Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage
Work Hours
Working beyond “standard” hours as the need arises
Shifts and work schedule vary
Location: Houston, TX 77019
Service Corporation International
#J-18808-Ljbffr
Applying excellent customer service skills provide technical assistance for phone, self-service, email, and desk side technology requests. Documented incidents in HEAT software with applicable detail; ask user-probing questions to ascertain detail and event sequence. Manage user relationship and expectations during escalated issue process.
Assesses emergencies and escalates. Schedules, prioritizes and distributes to appropriate IT department for priority resolution. Manage critical or emergency incidents; assess situations, and develops action plans to resolve issues. Ensures leadership is promptly aware of Management escalations and dissatisfactions.
Contacts outside vendors and other functional areas within SCI IT to research, troubleshoot, and improve knowledge base.
Accurately tracks, documents and allocates project time.
Expectations
Learning to apply knowledge and skills to the business environment. Works under guidance with work peer reviewed for accuracy, quality, and coaching. Completes routine work following established procedures and complying with regulations and policies; escalates non-routine issues for assistance. Exhibits accountability for behaviors. Ensures compliance with local, state, and federal regulations.
Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from manager. Adjusts effectively to work within new work structures, processes, requirements or cultures.
This is not intended to be an all-inclusive list of the essential functions or duties related to this job
Minimum Requirements Education
Two year degree or technical program certificate
Experience
At least one (1) year experience in technical and operational support for customers in the use of computer hardware and applications via telephone
Experience working with ITSM and remote control support tools, Microsoft Windows operating systems, and Microsoft office suite
Knowledge, Skills and Abilities
Proficient customer service and listening skills
Ability to handle multiple tasks simultaneously
Ability to quickly learn new hardware and application technology required
Cognitive ability including reasoning, planning, identify problems, comprehend ideas, learn quickly, learn from experience, and appropriately apply learning to new situations.
Process and results oriented, motivated to keep projects moving ahead by identifying obstacles to management
Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and is highly self-motivated
Ability to build professional and trusting business relations
Professional written and verbal communication skills
Work Conditions
Office work environment
Comply with Corporate dress code policy
Work Postures
Sitting continuously for many hours per day, up to 6 hours per day
Climbing stairs to access buildings frequently
Physical Demands
Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage
Work Hours
Working beyond “standard” hours as the need arises
Shifts and work schedule vary
Location: Houston, TX 77019
Service Corporation International
#J-18808-Ljbffr