Service Desk L2 / Security+

Service Desk L2 / Security+


Service Desk L2 / Security+

Details of the offer


We are currently seeking a motivated, career and customer oriented associates to join our team to begin an exciting and challenging career with SAIC Corporation.
• Understanding of a wide application of technical principle, theories, and concepts
• Resolve problems for clients via telephone, email, chat, and web sessions
• Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed
• Deliver consistently high levels of customer service 24/7/365 days a week (multiple shifts).
• Conduct timely triage and escalation in accordance with SLA requirements
• Address and resolve basic incidents and requests; log all incidents and requests; engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of your ability or responsibility
• Accurately document interactions, incidents, requests, and problems
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude
• Ensure the end-to-end customer experience and provide a single point-of-contact for the customer
• Analyze and resolve incidents and requests regarding use of application software or hardware
• Support multiple clients through customer service professionalism and insight
• Document resolutions and update self-help and knowledge bases
• Grow general knowledge of specific products, increasing ability to resolve requests on first contact
• Adhere to and support standards, policies, and procedures

• CLEARANCE: Must currently possess: An Active DoD Top Secret Clearance
• CompTIA Security + (must currently possess an active certification to be considered)
• High School degree and 7 years related experience
• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service
• Ability to resolve problems with or without remote tools
• Consistently achieve First Contact Resolution performance metric
• Accurately document calls and cases
• Aware of customer's time restraints and work within those time limits
• Keep customer aware of resolution steps if ticket needs to be dispatched
• Provide clients with problem reference numbers and request numbers
• Enter all troubleshooting/resolution steps into the trouble ticket
• Understanding of SLA requirements for the client
• Assist in cross training and communicate quick fixes
• Manage time and workload to meet predetermined service levels Position Skills:
• Help Desk Institute Service Center Analyst (HDI-SCA)
• 2 years working in customer support or service field
• Excellent Customer Service skills
• Working knowledge of data and voice network concepts
• Familiarity with Windows 10
• Experience working in service desk environment with ITSM
• Competency in call center tracking tools
• Demonstrated ability to learn customer support processes and techniques
• Good analytical skills
• Ability to solve problems
• Competency in MS Office Suite
My SAIC Benefits.



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