We Lead. We Transform. We Deliver.
Come work with the best of the best! Cask was named the ServiceNow Americas Elite Partner of the Year – the only partner named as such, out of more 250 eligible partners – the highest possible achievement. We are a consulting firm leading Management and Technology Consulting firm specializing in providing business and technical expertise to clients - join us in providing innovative solutions to our customers many challenging issues.
Description:
As a Service Desk Analyst you will exercise your excellent customer service skills along with the ability to apply technical knowledge to independently work on routine and complex tasks. This will include supporting processes like Request, Incident, Problem, Change, CMDB, Asset, Service Catalog, Knowledge, and Service Portal as well as custom scoped applications that deliver enterprise-wide business processes to our customers. The ideal candidate is knowledgeable about IT Service Management, has experience with various technologies, and possesses excellent computer, oral and written communication skills including a proficiency in typing and spelling.
Your Role:
This position’s primary responsibilities are development as highlighted below:
- This position is the critical first line of support for our customers
- Support customer inbound incidents and requests through phone, email, and chat via an externally facing secure website to diagnose problems
- We are a Knowledge-Centered-Support ( KCS ) organization. It is expected that all will follow the KCS UFFA (Use it, Flag It / Fix It, Add It) process to identify the problem in order to quickly determine the appropriate solution or if needed to escalate to the appropriate department to ensure an excellent customer service experience
- Acquire and maintain current knowledge of relevant environments software and support policies in order to provide accurate solutions to customers
- Assist in the developing and maintaining of a problem resolution knowledge-base
- Document all calls in ServiceNow ticketing program
- Complete individually assigned tasks while also working as part of a larger team
- Service Desk is from 6:00 AM – 6:00 PM Mountain Time; there is flexibility available with the schedule and their may be periodic ‘duty’ shifts outside normal work hours to include weekends and holidays.
Qualifications:
- 2 year technical degree or equivalent work related experience
- Demonstrate excellent customer service skills via phone
- Solid communication, problem solving skills and telephone etiquette
- Ability to work in a fast-paced environment while multi-tasking (documenting client issues while asking questions and talking with customer) with a sense of urgency to resolve tickets in a timely manner.
- Experience working as Tier 1 or Tier 2 Help Desk/Service Desk Support Associate and understanding of ITIL
- Experience utilizing the ServiceNow platform
- Ability to sit for long periods of time at desk to answer phones/ IM chats, etc
- Ability to use Service Desk standards and follow guidelines, as well as help interpret policy
- Requires strong customer service skills along with the ability to apply technical knowledge to independently work on routine to complex tasks
- Able to qualify for a U.S. Federal Government Moderate Risk Position
Why Cask?
Cooper [Noun | employee of Cask]. Experienced and reliable artisan who takes pride in providing innovative solutions to common challenges.
Multi-Skilled & High Performing [adjective | what makes a true Cooper]. Coopers give it their all by exceeding expectations. We must ensure that our deliverables actually solve a customer’s business problem.
Mojo [Noun | our mindset]. Coopers work together to solve complex problems through the joy of innovation, collaboration and personal engagements not common in business today.
Come be a part of the transformation and innovation we deliver. Cask was founded in 2004 by a group of professionals who saw the need to help clients use process and technology in more efficient, cost-effective ways and create business value; today we are a Consulting Magazine "top 10 firm to work for" and are a 4-time Inc 5000 Fastest-growing company. We are recognized in the 2020 Gartner Market Guide for ServiceNow ITSM Consulting, Implementation, and Managed Services.
Perks? Oh, yes.
Cask's success is based upon our most valuable asset - the people. Cask offers a complete benefits package designed with your needs in mind. We strive to take an “employee first” approach. For more information about Cask’s benefits, please visit https://www.casknx.com/careers/.
We value diversity at our company. Cask is an equal opportunity employer. Everyone who applies with the qualifications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.
To learn more about Cask NX, please our at https://www.casknx.com/ and be sure to follow us on LinkedIn, Facebook, and Twitter.
To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.