Service Desk Analyst

TEKsystems
$18.00 - $20.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Wisconsin, Hartland
Jan 25, 2025
Description Phone Support Specialist - Device Repair Employment Type: Full-time, Onsite (5 days a week) Our team is expanding its services to include device repair for phones and laptops. Our new Device Repair support team will play a crucial role in ensuring the success of this offering by providing top-notch support to our stores, phone carriers, and manufacturers. Job Summary: We are seeking a dedicated and knowledgeable Phone Support Specialist to join our Device Repair team. This role involves providing technical support and troubleshooting assistance to our stores, collaborating with phone carriers and manufacturers, and ensuring a seamless repair process for our customers. Key Responsibilities: Troubleshoot and resolve technical problems related to phone and laptop repairs. Collaborate with phone carriers and manufacturers to facilitate device repairs. Document and track support requests and resolutions in our system. Assist in developing and updating support documentation and training materials. Maintain a high level of customer satisfaction by providing timely and effective support. Stay updated on the latest device repair techniques and industry trends. Proven experience in technical support or a related field. Strong knowledge of phone and laptop repair processes. Excellent communication and problem-solving skills. Ability to work independently and as part of a team. Proficiency in using support ticketing systems and other relevant software. Customer-focused with a commitment to providing high-quality support. Skills Help desk, Support, Troubleshooting, Customer service, Help desk support, Service desk, Phone support, Hardware Top Skills Details Help desk,Support,Troubleshooting,Customer service Additional Skills & Qualifications Additional Skills: Adaptability: Ability to quickly adapt to new technologies, tools, and processes. Flexibility to handle a variety of support requests and changing priorities. Attention to Detail: Precision in diagnosing issues and performing repairs. Thoroughness in documenting support interactions and resolutions. Multitasking: Capability to manage multiple support tickets simultaneously. Efficiency in switching between tasks without losing focus. Technical Writing: Experience in training store staff on basic troubleshooting and repair techniques. Willingness to mentor new team members and share expertise. Ability to handle difficult situations and resolve conflicts with customers or team members. Strong negotiation skills to find mutually beneficial solutions. Experience in managing small projects or initiatives related to device repair. Ability to coordinate with different stakeholders to ensure project success. Skill in analyzing support data to identify trends and areas for improvement. Ability to generate reports and provide insights to enhance support processes. Sales Support: Understanding of how device repair services can complement sales efforts. Ability to provide support that enhances the overall customer experience and drives sales. Pay and Benefits The pay range for this position is $18.00 - $20.00 Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Hartland,WI. Application Deadline This position will be accepting applications until Feb 1, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.