Senior Service Desk Agent

CTG is seeking an advanced support technician that displays superior performance in their role. The Senior support technician connects well with customers and clients while maintaining role model performance metrics. They will serve as a coach and mentor to Junior support technicians. The Senior support technician will also work one on one with the IT staff of clients in order to broaden troubleshooting and increase first level resolution. The Senior support technician will also be responsible for the creation and maintenance of knowledge base articles. Responsibilities and Duties All responsibilities of a support technician Help lead the support technicians to resolutions and coach/train as needed Monitor support technician Real Time Adherence in Calabrio and offer support, assistance, and guidance as needed Process web/email tickets efficiently to satisfy client-specific SLAs Monitor ACD tickets to ensure that client-specific SLAs are met Review support technician calls and tickets to measure for quality Create client-specific documentation to assist support technicians in proper handling, resolution, or escalation of tickets Maintain the accuracy of client-specific knowledge bases, survival guides, and all supplemental training materials Serve as primary incident manager or point of escalation and point of contact for specific clients as needed Serve as a mentor and/or trainer to support technicians Provision accounts per client-specific requirements Create distribution lists and shared inboxes in O365 Perform other responsibilities as assigned

Qualifications

Role Model attendance and performance metrics Willingness to communicate in chat to help, encourage and guide peers Initiative to look for opportunities for the team and individuals to improve and a willingness to share their ideas Possess a positive and upbeat attitude that drives high team morale Possess an aptitude to mentor and coach others Reads and replies to emails in a timely and efficient manner Motivated to have superior statistics on the Team Productivity Report – as additional responsibilities are added, it's important to remain focused on overall productivity Ability to recognize high issues and understands how to handle them with urgency Connects effortlessly with customers and co-workers Willingness to take on a variety of duties on as needed basis depending on business needs Willingness to learn new things and take on challenges CompTIA+, Network+, or other certifications are preferred Experience with provisioning accounts in Active Directory, Azure, O365 Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required. CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role. To Apply: To be considered, please apply directly to this requisition using the link provided. Kindly forward this to any other interested parties. Thank you! The expected base salary for this position is up to $25.00/hour. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered. About CTG CTG, a Cegeka company, is at the forefront of digital transformation, providing IT and business solutions that accelerate project momentum and deliver desired value. Over nearly 60 years, we have earned a reputation as a faster and more reliable, results-driven partner. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG leverages the expertise of over 9,000 team members in 19 countries to provide innovative solutions. Together, we operate across the Americas, Europe, and India, working in close cooperation with over 3,000 clients in many of today's highest-growth industries. For more information, visit www.ctg.com. Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people define our culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people. CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws. CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.