Adroit Partners, LLC

Position Summary
The
Business Application Support Service Desk Representative I
provides first-level support for business-critical applications used throughout the organization. This role is responsible for receiving and responding to user inquiries via phone, email, and chat, troubleshooting application-related issues, documenting interactions, and escalating complex issues when necessary.
Successful candidates demonstrate strong customer service skills, technical aptitude, problem-solving abilities, and a commitment to achieving service-level objectives.
Key Responsibilities
Customer Support &amp; Incident Resolution
<ul>
<li>Serve as the primary point of contact for end users seeking assistance with business applications.</li>
<li>Provide support through phone, email, chat, and self-service channels.</li>
<li>Listen actively and ask probing questions to identify root causes of issues.</li>
<li>Deliver clear, step-by-step guidance to users, including screen-sharing sessions and user education as needed.</li>
<li>Research and troubleshoot application-related issues for both web-based and mobile platforms.</li>
<li>Determine incident impact, urgency, and priority based on established guidelines.</li>
<li>Resolve issues at the first point of contact whenever possible, targeting a 70-80% first-call resolution rate.</li>
<li>Escalate unresolved issues following established support and escalation procedures.</li>
</ul>
Ticket Management &amp; Documentation
<ul>
<li>Log and document 100% of support requests within the ticket management system.</li>
<li>Maintain accurate records of incidents, troubleshooting activities, resolutions, and escalations.</li>
<li>Track support requests through completion and ensure timely follow-up with users.</li>
<li>Monitor assigned tickets and manage workloads effectively to meet Service Level Agreements (SLAs).</li>
</ul>
Service Desk Operations
<ul>
<li>Manage personal call queue and maintain readiness standards throughout the workday.</li>
<li>Adapt priorities during periods of high call volume.</li>
<li>Meet or exceed established service metrics and performance expectations.</li>
<li>Share knowledge and best practices with team members to support overall team success.</li>
</ul>
Continuous Learning
<ul>
<li>Expand knowledge of business applications, hardware, mobile technologies, and system enhancements.</li>
<li>Participate in training sessions and self-development opportunities.</li>
<li>Stay informed about new features, updates, and process improvements.</li>
</ul>
Qualifications
Education
Required:
<ul>
<li>Associate's Degree or equivalent certificate from a technical program.</li>
</ul>
Substitution:
<ul>
<li>Relevant experience in computer science, technical support, process improvement, or the funeral industry may substitute for required education on a year-for-year basis.</li>
</ul>
Preferred:
<ul>
<li>Bachelor's Degree.</li>
</ul>
Experience
Required:
<ul>
<li>Minimum of two (2) years of technical end-user support experience resolving application and system issues over the telephone.</li>
<li>Two (2) years of Help Desk or Service Desk experience providing technical and operational support.</li>
<li>Experience supporting:</li>
<li>Computer hardware</li>
<li>Mobile devices and tablets</li>
<li>BYOD (Bring Your Own Device) environments</li>
<li>Business applications and systems</li>
</ul>
Knowledge, Skills &amp; Abilities
The ideal candidate will possess:
<ul>
<li>Exceptional customer service and interpersonal skills.</li>
<li>Ability to remain professional and composed in challenging situations.</li>
<li>Strong troubleshooting and problem-solving abilities.</li>
<li>Technical aptitude with the ability to quickly learn new applications and technologies.</li>
<li>Experience supporting users through multiple communication channels, including phone, email, chat, and in-person interactions.</li>
<li>Strong organizational skills with the ability to manage multiple priorities.</li>
<li>High attention to detail and accuracy.</li>
<li>Proficiency with Microsoft Windows operating systems.</li>
<li>Working knowledge of Microsoft Office Suite.</li>
<li>Excellent written, verbal, and listening communication skills.</li>
<li>Ability to build trust and rapport with users and colleagues.</li>
<li>Strong analytical and critical thinking capabilities.</li>
<li>Self-motivation with the ability to work independently.</li>
<li>Commitment to confidentiality and professional integrity.</li>
<li>Ability to work effectively in both office and remote environments.</li>
<li>Funeral industry knowledge is a plus.</li>
</ul>

Business Application Support Service Desk Representative

Business Application Support Service Desk Representative

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