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Service Desk Associate



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 your role!

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 troubleshooting O365 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 required, 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

“Koch is proud to be an equal opportunity workplace”

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