Job Description: This position will be responsible for accepting service calls from customers – 24
hours a day, 365 days a year – through assigned shift work and will report to the Site Services
Manager. The duties and responsibilities listed below are representative of the nature and level of
work assigned and are not necessarily all inclusive.
Minimum Acceptable Experience Level: One (1) year experience providing help desk
customer service.
Document each call and issue work/service tickets.
Dispatch personnel by phone or radio, as needed.
Prioritize calls – emergency, urgent or routine — and direct an appropriate response.
Understand the contract scope of work (SOW) to document and refer work outside the
contract SOW to the Operations Manager for guidance.
Perform and document 100% customer call back to ensure satisfactory resolution of work
tickets.
Perform operator-level preventive maintenance on desktop computer workstation.
Knowledge of the Company rules and regulations as they apply to Service Desk operations,
capability to work with a team, ability to work with Service Desk customers effectively and
politely as well as handle emergency situations effectively.
