Service Desk Representative
Core
Provides multi-channel (phone, email, chat, portal) IT support and incident management for the entire Weis Markets Enterprise, acting as a single point of contact for associates.
Role type
Service Desk Representative (IT Support)
Builds
IT service tickets, incident resolutions, and equipment repair updates
Domain
Retail Grocery / IT Infrastructure
Deliverable
client delivery
Required skills
troubleshooting, problem solving, call control, incident management, knowledge base usage, documentation, Microsoft Office proficiency, networking fundamentals, facility maintenance knowledge
Preferred skills
call center experience, retail grocery environment experience, technical certifications, facility/building maintenance experience
Technologies
Microsoft Office Products, incident management systems, knowledge base repositories
Responsibilities
Provide telephone, email, chat, and portal support; create and manage service tickets; execute follow-ups on open and aging tickets; seek input from second and third-level support groups; verify customer satisfaction with resolutions
