Expert Service Desk

Description

The Expert Desk Analyst will provide technical support to internal employees who service our customers. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employee issues/requests, which may range from straightforward to more complicated technical issues in a dynamic, fast-paced environment. There is also a range of administration duties within this role. Excellent communication and interpersonal skills combined with technical skills are essential to providing a customer obsessed, high touch level of support to the employee community.

• In-depth technical troubleshooting of software, and connectivity issues for remote employees
• Assist customers in gaining access to various systems.
• Monitor for incoming issues, determine root cause and either fix or escalat(e)
• Log all contacts into Incident Management System (Service Now)
• Partner with appropriate teams to resolve or properly close aging tickets
• Communicate contact trends and challenges in team meetings
• Take on small projects from start to finish focused on streamlining ATLAS processes
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Asynchronously communicate effectively with customers in a manner that reduces downtime
• Escalate systemic outages to Incident Management Team and advocate for resolution
• Collaborate with peers while solving customer problems in a fast-paced environment.

This group will provide 7 days of support each week (5am-9pm PT) Phone, chat and Slack

EEO AA M/F/Vet/Disability. As a temporary agency partner to Intuit, we will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law. Intuit is proud to be an equal opportunity and affirmative action employer. Accordingly, as a temporary agency partner to Intuit, we make hiring decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law.

We also consider qualified applicants regardless of criminal histories for positions at Intuit, consistent with legal requirements.

Windows 11, VPN, WIFI Troubleshooting, Chat Support

Windows 11,VPN,WIFI Troubleshooting,Chat Support

Expert Desk - elevated training, score higher on the technical assessment, score above 80% on IKM can be expert desk. Doing chat support is critical for this team. Strong in Chat support. bugs, outages, escalations, on the phone for 2 weeks for training. You will need to flex between phone, chat, slack support as well.

Need to review Atlas and Trainee Expectations prior to starting.

For Interview they will conduct a (Mock Ticket), this is very important and they must complete ticket, strong documentation is critical , if they are not following the knowledge base, and closing ticket, it will most likely result in a failed interview.

7 Days a week of support - year-round. Will need to be comfortable working weekends starting Jan.

Looking for mid to closing shift, that what they really need.

Taking off time during the 2-week training portion will not be accepted. This is a hard requirement, they may be able to make a one-off exception but we need to make sure they can be fully present for training, or we move them to a following training.

Can not ask to take off more than 30 days in advance and not more than 1 week off at a time.

They must use the Intuit Headset they provide. (Jabra 480)

Intermediate Level

This is a Contract position based out of Tucson, AZ.

The pay range for this position is $29.00 - $29.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• * Medical, dental & vision
• *…