Service Desk Representative Sr

Requisition Number: 102512

Service Desk Representative

Location: This is an on-site work opportunity in our Chandler, AZ office

Shift : Monday - Friday 8 AM - 4 PM AZT

Salary: $17.50 - $22 hourly (Salary is determined on your background, experience working in a call center environment, and skill set in alignment with the job description)

Insight at a Glance

• 14,000+ engaged teammates globally
• #20 on Fortune’s World's Best Workplaces™ list
• $9.2 billion in revenue
• Received 35+ industry and partner awards in the past year
• $1.4M+ total charitable contributions in 2023 by Insight globally

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organisations through complex digital decisions.

About the role

The Service Desk Representative is responsible for support of all desktop hardware, software and telecommunications equipment. As a Service Desk Representative, you are the front line in support of Insight Customers. In this role, you will respond to customer inquiries in person, via phone, email, and chat. Associates must possess strong verbal and written communication skills. Along the way, you will get to:

• Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms, or client tracking/ticketing databases.

• Provide Tier 1 and Tier 2 support for end-users in a Citrix VDI environment, including troubleshooting login issues, session performance, and application access.

• Resolve technical issues related to Zoom, Exchange, mail flow, and the broader Microsoft 365 suite (Outlook, Teams, OneDrive, etc.).

• Document incidents, service requests, and resolutions in the ITSM platform.

• Respond to all Customer requests in timely and professional manner.

• Instruct end users in the appropriate use of equipment, software, and/or reference materials.

• Assist with all aspects of technical support, including on-site visits as needed.

• Data entry (management of data) -accurately prioritize, categorize, track and log calls, tickets, chats, etc. following client or internal tracking protocols.

What you’ll need to join Insight

• 1-2+ years of experience in a service desk or IT support role, preferably in a financial services environment.

• Hands-on experience with Citrix VDI, Exchange Online, Zoom, and Microsoft 365.

• Two-year Associate Degree (field related) or equivalent experience required.

• Must have a minimum of one year helpdesk experience in a corporate environment, two years preferred.

• Must have a comprehensive knowledge of computer hardware/software concepts.

• This position requires extensive working knowledge of hardware/software concepts, including Microsoft products and network/account management tools.
• Must be able to diagnose and resolve moderately complex system hardware, software, network, and operator issues.

Join us today, your ambITious journey starts here.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here .

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Chandler, AZ || Arizona (US-AZ) || United States (US) || IT Infrastructure & Support || None || US - Chandler,AZ ||