Job Information
Insight Global Service Desk Lead in Herndon, Virginia
Job Description
The experienced Service Desk Lead will understand the current business requirements among all agencies. Will work with the PM and Lead Architect on the CCaaS transition, oversee both existing IVR and future CCaaS service desks with shifts, filter the escalated issues before sending to engineers, and make sure all tickets and requests were handled within SLAs. This resource must have the specific advanced skill and experience on the Contract Center product.
Hourly Rate 60-70/hr-
120-150k
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
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Skills and Requirements
Bachelors Degree and 10 Years of relevant UC and Contact Center work experience.
Prior Genesys Cloud CX and Genesys PureConnect Experience.
ServiceNow (3+ years experience) on Ticket and Incident Management.
Broad knowledge of networking (Routing, Switching, Wi-Fi, Internet), Windows and Linux Desktops.
Strong knowledge on Cloud based solutions (Amazon AWS, Microsoft Azure).
3-5 years experience with MS TEAMS.
5+ years experience producing Monthly Operational Reviews and Quarterly Business Reviews.
Operational knowledge across Service Level Objectives (SLOs) and Service Level Agreements (SLAs).
3-5+ years experience authoring Root Cause Analysis reports as a follow up to major P1 or P2 events/incidents.
Ability to effectively lead and motivate a team.
Detail Oriented.
Provide a high-level of customer service, with an emphasis on customer advocacy.
Ability to communicate effectively (US English Fluent).
Resolve incidents and requests in a timely manner using ServiceNow.
Communicate with customers as required, keeping them informed of support
progress and notifying them when their issue has been resolved.
Work with system and application owners to remediate reoccurring issues.
Identify and mitigate risks through incident analysis associated with Genesys Cloud service delivery, ensuring business continuity.
3+ years experience with ServiceNow, Jira and Confluence (or Rally) systems. null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.