Service Desk Specialist

Deluxe Corporation Shoreview , MN 55126

Posted 3 weeks ago

Location: Shoreview, Minnesota

Req ID: 200804WD

Serve as the initial, technical, point of contact for internal (Deluxe employees) and external (Financial Institutions, Small Business', Vendors, etc.) customers requiring assistance with hardware, software, network, databases, applications, platforms, servers, services, and production incidents, requests or problems.Manage tickets (calls, IM's, chats, emails and face to face) with multiple, ever-changing tools (ServiceNow, Microsoft Teams, AppDynamics, Pager-Duty, Office365, etc.).

  • Perform remote analysis, diagnosis, and resolution of complex application and infrastructure issues that involve databases, servers, cloud computing, security, networking, etc.

  • Use technology and technical acumen to troubleshoot, diagnose, and provide resolution recommendations for application and infrastructure issues

  • Performs work that is difficult in nature and applies leading knowledge, skills, and experience to successfully identify complex solutions and partner with lead engineers to implement automated solutions

  • Demonstrate strong customer service through clear, concise, verbal and written communication, including follow-ups by managing the process end to end

  • Possess advanced understanding and knowledge of IT operations, responsibilities, workflow processes, and procedures to assist in application and infrastructure issues independently

  • This position is 3rd shift 10:00 PM - 10:00 AM Friday - Sunday and an additional 4 hour shift during the week.

Basic Qualifications (BQs)

Education and Experience: Associate degree and 2 years of related experience or high school diploma/GED and 4 years of related experience

  • 3+ Years of Customer Service experience.
  • 2+ years of experience with ServiceNow or other ticketing software.
  • 2+ years of Service Desk/Help Desk experience in a technical environment
  • 3+ years exhibiting successful verbal and written communication skills to include strong documentation and attention to detail.

Preferred Qualifications (PQs)

Education: Associate in IT

  • 3+ years of experience with ServiceNow
  • 3+ years of Technical Service Desk/Help Desk experience

Deluxe Corporation is an Equal Opportunity / Affirmative Action employer:

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law.

EOE/Minorities/Females/Vet/Disability

Please view the electronic


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