Job Description

What You Will Do Live Support (Calls & Chats): Primarily responsible for providing real-time support to users through calls and chats, ensuring prompt and accurate resolution of IT issues. Communication: Communicating high-priority information to leadership, relationship managers, and downstream teams to guarantee timely responses and resolutions. Knowledge Management (KCS): Creating, updating and flagging Knowledge-Centered Service (KB) articles. Coaching team members to advance in their KCS journey to maintain a robust knowledge base. Team Development: Coaching, mentoring, developing, and supporting Service Desk team members in daily operations, providing exemplary IT customer support to all Koch Companies. Process Innovation: Continually monitoring, automating and innovating Service Desk processes and procedures to enhance knowledge awareness and maximize team efficiencies. Quality Assurance: Performing quality checks on chats, calls, and tickets on a weekly basis, and sharing findings with the Supervisors to ensure high standards of service. Hot Topic Management: Tracking, documenting, and communicating hot topics and trending issues with Service Desk agents and leadership to ensure proactive management of recurring issues. Who You Are (Basic Qualifications) Communication Skills: Excellent oral and written communication skills, necessary for effective interaction with users, stakeholders and team members. Critical Thinking & Problem-Solving: Strong critical thinking and problem-solving skills to diagnose and resolve complex IT issues. Team Player: Ability to work collaboratively within a team, showing willingness to assist others and share knowledge. What Will Put You Ahead Experience: International calling experience is preferred. 2-4 years of exp in IT Service Desk. Hands-on experience with Active Directory, O365 applications, Internet Browser, Operating systems and Network issues is highly desirable. Knowledge of using ticketing tools (preferably ServiceNow & Genesys) and CRM tools is advantageous. Education: Undergraduate / Graduate / Post Graduate degree in a relevant field. Availability & Flexibility: Willingness to work in a 24/7 environment with rotational shifts, including weekends.