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Job Req ID:  487

All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS), is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.


With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.


Please join us in our exciting growth and pursue a rewarding career with All Covered!

Position Objective

The objective of the Service Desk is to be the first point of contact for All Covered's customers. The team is focused on working issues remotely for our national client base. The Service Desk Representative is responsible for the creation, routing, scheduling and limited servicing of task/tickets initiated by customer requests.  This is an entry level position and our goal is to train thoroughly on All Covered's technology and processes and then to promote to the next level.  We have a career path with training and support to ensure your career with All Covered is successful.

The objective of the Service Desk is to be the first point of contact for All Covered's customers. The team is focused on working issues remotely for local client base. The Service Desk Representative is responsible for the creation, routing, scheduling and limited servicing of task/tickets initiated by customer requests.

Essential Job Functions

Drive to meet and exceed organizational goals for:

  • Cost per Contact
  • CSC Utilization
  • Customer Satisfaction
  • First Contact Resolution Rate
  • Employee Satisfaction
  • Average Speed of Answer

Demonstrate strong customer service skills via phone support including:

  • Listening to the customer to gain an accurate understanding of the situation  
  • being empathetic to the customer’s situation and having a sense of urgency to resolve the issue
  • producing accurate, detailed documentation at the client, problem and incident level; resolving conflict
  • Create, distribute and schedule tasks based on priority, required skills and time constraints
  • Focus on customer satisfaction and service delivery quality
  • Answer inbound calls/request in a timely fashion
  • Meet or exceed Service Desk Representative position Key Performance Indicators (KPIs)

Excel in the areas of:

  • Remote support skills
  • Client service skills
  • Professionalism and punctuality
  • Technical competencies
Drive to meet and exceed organizational goals for: - Cost per Contact. - CSC Utilization. - Customer Satisfaction. - First Contact Resolution Rate. - Employee Satisfaction. - Average Speed of Answer. Demonstrate strong customer service skills to provide phone support including: listening to the customer to gain an accurate understanding of the situation; being empathetic to the customer’s situation and having a sense of urgency to resolve the issue; producing accurate, detailed documentation at the client, problem and incident level; resolving conflict. Create, distribute and schedule tasks based on priority, required skills and time constraints. Focus on customer satisfaction and service delivery quality. Answer inbound calls/request in a timely fashion. Meet or exceed Service Desk Representative position Key Performance Indicators (KPIs). Excel in the areas of: - Remote support skills. - Client service skills. - Professionalism and punctuality. - Technical competencies.

Competencies (Knowledge, Skills and Abilities)

 

  •  Having a positive attitude, a strong desire to help people and a hunger to learn new technologies   
  •  Ability to focus quickly on problem resolution and documentation to the customer's satisfaction.  Then on to next call.
  •  Excellent communication skills (verbal and written) and ability to articulate clearly and professionally
  •  Functional proficiency with the Microsoft Office Suite.
     
Excellent verbal and written communication skills. Functional proficiency with the Microsoft Office Suite.

Experience, Educational Reqts and Certifications

  • High School/GED diploma and Information Technology secondary education and/or relevant experience
  • 1 year helpdesk/service desk, call center or network operations center experience.
  • Within 6 months of hiring, earn an industry recognized certification in relevant desktop operating system(s)
  • Within 6 months of hiring, will complete customers service training as assigned by the Service Desk Manager

Training:

  • Training is an essential part of continued growth at All Covered. As such, travel will be required for a week of off-site New Hire Training
  • This training is generally conducted within the 1st three (3) months of employment with the company
  • Additional skills training will also be available and further travel within the U.S. may be required for this position
High School/GED diploma and Information Technology secondary education and/or relevant experience. 1 year helpdesk/service desk, call center or network operations center experience. Within 6 months of hiring, earn an industry recognized certification in relevant desktop operating system(s) . Within 6 months of hiring, will complete customers service training as assigned by the Service Desk Manager.

Konica Minolta Offers: 

  • Competitive salary (base salary + commissions). Strong results are well rewarded; President’s Club winners have earned trips to Ireland, Panama, Banff and this year, Atlantis, Bahamas.
  • Outstanding benefits package (including medical, dental, vision, life insurance)
  • 401(k) plan with matching company contribution
  • Generous holiday and paid time off schedules
  • Tuition Reimbursement Program
  • Ongoing professional development training including access to online Harvard Manage/Mentor courses

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.


Nearest Major Market: Phoenix

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