Job Description

Requisition Number: 79385

Roles and Responsibilities: Field incoming incident or service requests from internal customers via telephone, web and e-mail in a courteous manner. Build rapport and elicit incident details from service desk customers to record incidents document all pertinent end customer identification information, including name, department, contact information, and nature of problem or issue. Classify and prioritize problems and escalate problems (when required) to the appropriately experienced analysts, Lead Analyst or other IT Groups. Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Apply standard, approved diagnostic utilities to aid in troubleshooting. Access knowledge bases, policy manuals, frequently asked questions resources and other reference materials to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. Perform fixes at the desktop level using remote tools which will include installing and upgrading software, installing hardware, and configuring systems and applications. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to incident requests for customer satisfaction. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Recommend or suggest methods to update, simplify and enhance processes, procedures and technologies. Perform communication activities to customers in regards to the implementation of programs, policies and services provided by the company.

Basic Requirements: Legally Authorized to work in the United States. High School Diploma or equivalent. Previous experience in a Help Desk and/or Call Center environment. Ability to perform shift work and/or a variable work schedule. Advanced knowledge of MSOffice suites and Windows Operating Systems.

Preferred Qualifications: Bachelors degree desirable in Business or an IT related field. 3+ years equivalent work experience in an IT technology environment. Certifications in: MCP in Windows XP or A+ Certification. 2 years of experience with Windows Active Directory. Excellent written and oral communications. Ability to follow written procedures and security guidelines. Proven initiative. Ability to achieve results. Ability to multi-task. Experience working in a team-oriented, collaborative environment

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.

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com.
* Founded in 1988 in Tempe, Arizona
* 11,000+ teammates in 21 countries providing Insight Intelligent Technology Solutions for organizations across the globe
* $9.2 billion in revenue in 2018*
* Ranked 430 on the 2019 Fortune 500, 14 on the 2019 CRN Solution Provider 500
* 2019 Adobe Americas Partner of the Year, 2019 Cisco Global-Americas Partner of the Year, 2019 Intel IoT Solutions Partner of the Year, Microsoft U.S. Azure Partner Choice Award for Data/AI, Microsoft Azure Expert Managed Services Provider
* Ranked 23 on the 2019 Fortune 50 Best Workplaces in Technology, 70 on the 2019 Fortune 100 Best Workplaces for Diversity, and 7 on the Phoenix Business Journal 2019 list of Best Places to Work (Extra Large Business)
* Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

* Proforma to include PCM, Inc. for fiscal year ended Dec. 31, 2018

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com.

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: Houston || Texas (US-TX) || United States (US) || None || None || US - Houston, TX ||