12 days old

Service Desk Specialist

Dun & Bradstreet
Center Valley, PA 18034
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  • Job Code
    R-05081

Why We Work at Dun & Bradstreet

We are at a transformational moment in our company journey - and were so excited about it. Each day, we are finding new ways to strengthen our award-winning culture, and to accelerate creativity, innovation and growth. Our purpose is to help customers improve business performance with Dun & Bradstreets Data Cloud and Live Business Identity, and were wildly passionate and committed to this purpose. So, if youre looking to make an immediate impact at a company that welcomes bold and diverse thinking, come join us!

Service Desk Specialists serve as the initial point of contact for our internal associates.Candidates will be customer service oriented.They provide technical support to callers requiring assistance with hardware, software, or network incidents, requests or problems. They answer calls, E-Mail messages and chat sessions from internal associates and external customers, as well as address incident tickets which are submitted directly by the clients or via automation.

Service Desk Specialists provide an immediate resolution when possible or reassign the matter to next level support when necessary.Regardless of whether first level incident resolution is possible, the Service Desk Specialist will capture relevant information via an on-line system, prioritize issues, gain an understanding of the issue, search for solutions and update the user on progress.

Service Desk Specialists are also responsible for monitoring the status of ticket queues to ensure that time to respond and time to resolve Service Level Expectations are being met.

Qualifications

  • Bachelor of Science Degree in Information Technology, Computer Science or equivalent and/or two years proven working experience providing Service Desk Support
  • Proficiency in English
  • Working knowledge of Service Desk Ticketing software, Remote Control Tools, Active Directory
  • Advanced Troubleshooting and multi-tasking skills
  • Excellent verbal and written skills capable of managing more than one chat session at any given time.
  • Very strong attention to detail
  • Candidates should be dependable with an excellent attendance record, work well in a Team Environment.
  • Excellent written and oral communication skills.Required to pass a writing, grammar and typing test.
  • IT or ITIL Foundations Certifications a PLUS

Responsibilities

  • Serve as the initial point of contact for D&B Team members and associates requiring assistance with hardware, software, network incidents, requests or problems.
  • Answer calls, Chat sessions and Process E-mail messages, as well as address incident tickets which are submitted directly by team members or via automation.
  • Provide an immediate resolution when possible or reassign the matter to next level support when necessary.
  • Regardless of whether first level incident resolution is possible, capture relevant information via an on-line system, prioritize issues, gain an understanding of the issue, search for solutions and update the user on progress.
  • Responsible for monitoring the status of ticket queues to ensure that time to respond and time to resolve Service Level Expectations are being met.

Dun & Bradstreet is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, age, national origin, citizenship status, disability status, sexual orientation, gender identity or expression, pregnancy, genetic information, protected military and veteran status, ancestry, marital status, medical condition (cancer and genetic characteristics) or any other characteristic protected by law.


We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with Dun & Bradstreet and need special assistance or an accommodation to use our website or to apply for a position, please send an e-mail with your requesttoTalentAcquisitionTeam@dnb.com.Determinationon requests for reasonable accommodation are made on a case-by-case basis.

Please note that all Dun & Bradstreet job postings can be found at https://dnb.wd1.myworkdayjobs.com/Careers and all communication from Dun & Bradstreet will come from an email address ending in @dnb.com.







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Posted: 2019-10-31 Expires: 2019-11-29

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Service Desk Specialist

Dun & Bradstreet
Center Valley, PA 18034

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