Sr. Service Desk Support Tech
Gamestop, Inc.

Job Info

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Description:

SUMMARY

Working with general supervision, the Senior Service Desk Support Tech is responsible for addressing technical support incidents and requests from internal customers. This position is also responsible for creating knowledge articles and training other members of the Service Desk team. This position interacts with a manager several times a week, perhaps daily, to receive guidance and feedback. Many non-routine activities will require manager's advanced approval.

ROLES AND RESPONSIBILITIES

* Communicate directly with internal customers via phone, chat and email

* Identify and diagnose issues and problems

* Perform daily management, monitoring and administration of ticket queues

* Monitor tickets from start to resolution

* Execute access provisioning and deprovisioning processes

* Participate in planning and development of new processes

* Assess existing process to identify opportunities for improvement

* Collaborate with team members across IT

REQUIRED SKILLS AND EXPERIENCE

* Excellent customer service skills

* 2+ years of relevant experience

* ITSM tool for ticket tracking and knowledge management

* Be willing to learn

PREFERRED SKILLS AND EXPERIENCE

* Experience in retail

* Experience with executive support

* Experience in a call center

 

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