Help Desk Operator

Job Summary:

This individual would handle the incoming requests from Stores and Maintenance in order to prioritize and categorize the workloads for Store Support and Maintenance. Responsibilities include answering in-coming phone calls from Maintenance Technicians, General Managers and Store Employees as well as all other calls coming into the Help Desk. Receive overflow calls for Marketing. Accurately log issues to the appropriate system, i.e. ServiceNow for Help Desk requests and Maintenance requests. Creates work orders from both Maintenance Technicians and Store submitted requests.

Key Duties and Responsibilities:

• Answers incoming phone calls to Store Support

• Receive overflow calls for Maintenance and Marketing

• Train stores on utilizing Service Station

• Verify basic troubleshooting has been performed by the store

• Logs incoming phone calls to appropriate system

• Completes other duties, including special projects, as assigned by Management

Requirements:

• Education: High School Diploma/GED

• Some customer service/retail experience preferred

Specific Knowledge and Skills:

• Experience with Word, Excel, and other MS Office suite applications

• Excellent communication skills and the ability to research and resolve issues

• Solid understanding of basic computer functions

• Ability to multi-task

• Ability to conduct and complete Company business in a professional and ethical manner