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Service Desk Associate

Description

The Koch Business Solutions Service Desk is an Incident Response Center dedicated to providing IT solutions to Koch employees worldwide. This is not your typical call center, rinse, repeat, and dispatch position. At KBS, we have worked diligently to bring meaningful work to our first responders to provide immediate solutions to complex technical situations. We have shared knowledge across our organization to provide our specialists with the tools and resources to handle 2nd and, in some cases, 3rd level support issues. Together with our US and Asia-based centers, we are responsible for ensuring our customers receive the IT support they need via phone, chat, and self-service 24x7. If you are passionate about people and providing IT solutions, this is the role for you!

A Day In The Life Could Include:

(job responsibilities)

●Assist users via Calls & Chats

●Assist users via remote using LMI application

●Troubleshoot issues related to Laptop/Desktop, Printers, Active Directory, and other IT applications

●Exposure to troubleshoot 0365 Apps, internet browser, Network, VPN, Operating system, etc

●Documenting processes and maintaining service desk records

●Collaborating with internal departments to ensure that IT needs are met

●Escalate, if needed, unresolved problems to a higher level of support

 

 

What You Will Need To Bring With You:

(experience & education required)

●2-5 years of exp in IT Service Desk

●Good Soft Skills & excellent problem-solving skills

●Should be a team player

●Must have international calling experience

●High School Diploma/GED

●Ready to work in 24/7 environment

●Ready to work in weekend

●Knowledge of using ticketing tools (Preferably ServiceNow)

●Knowledge of CRM tools

 

Approvals will be given through the automated process in Taleo

“Koch is proud to be an equal opportunity workplace”

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