Intercall, Inc. Service Desk Specialist in Longmont, Colorado

Service Desk Specialist (123977)West Safety Services is looking for a Service Desk Specialist to add to itsteam in Longmont, CO. The core focus of this position will be responsiblefor acting as single point of contact for tier 1 support for assigned businessunit's end users on routine service issues, incidents, events, and theapplication support life cycle ensuring adherence to corporate and departmentpolicies and procedures; determine if the service request is within thedepartment's scope of responsibility, if so, analyze and handle therequest, assisting the end user until the problem is resolved or needsescalated, if not, route the request to the appropriate department;resolve service problems within the scope of responsibility (e.g., modifycall flow, password reset, product questions, post-problem managementcommunications, etc.), escalating to appropriate departmental staff anyissues deemed at a higher incident or event level as necessary; use troubleticketing system for tracking end user interactions and problem resolution;continually keep up-to-date on service desk best practices and hierarchy inorder to provide qualify support to include minimizing service failures,communicating with end users, handling routine requests, and resolvingincidents and events with minimal delay; as required, complete servicedesk requests pertaining to the application support life cycle (e.g.,plan, build, run) acting as interface for internal processes by monitoring andKey areas of emphasis include:* -Notify customers of potential outages.* -Incident triage.* -Change management.* -Answer customer calls, emails and IM's.* -Work ticket queue. So, if you've been waiting for an opportunity with a multibillion dollarcompany that will allow you to fuse insightful thinking with disciplinedexecution in order to achieve breakthrough performance, then what are youwaiting for? Get your application in today and let's get started onsomething BQualificationsEducation* -High school diploma or GED required.* -Associates' degree from an accredited college or university in computerscience, MIS, or a related field is preferred. Equivalent work experiencein a similar position may be substituted for educational requirements.Experience* -Minimum two years' experience in a help desk or technical positionrequired.* -Minimum of one year experience in a public safety, 9-1-1, or 24/7environment preferred.* -Minimum of one year experience with Information Technology InfrastructureLibrary (ITIL) methodology preferred.Technical* -Minimum one year experience with customer service desk database softwarepreferred.Other* -Basic knowledge of MS Word, Outlook, and Excel required.* -Industry certifications related to job duties preferred (e.g. ITIL, etc.).* -May be asked to work a shift outside of normal schedule.West is connecting people and ideas We are delivering on their potential We are improving the way we work and liveAt West, we are dedicated to delivering and improving upon new channels,new capabilities and new choices for how businesses and consumerscollaborate, connect and transact. We develop technology-enabledcommunications that change the way we work and improve the way we live. We area collective effort of enterprise and individuals, of communities andcustomers, of partnerships and families. We are the sum of our entirenetwork - based on the four pillars of trust, innovation, collaboration,and execution and the hard work of people who share our vision. We are at thecore of a technology and communications engine that is changing the world.We Connect. We Deliver. We are WEST.Applications will be accepted through 1/15/2019EEO EmployerPLEASE NOTE:* -West's Safety Services has strict background check requirements bothpre-employment and throughout employment.* -Depending upon the position and/or access required, applicants andpersonnel may be required to successfully complete additional backgroundchecks including, but not limited to customer backgrou