IT Service Desk Specialist at Renuity — Madison, WI

Renuity is looking for a IT Service Desk Specialist to join our team here in Madison! The IT Service Desk Specialist is a key member of the Renuity Service Desk team, responsible for delivering entry-level to intermediate-level support to end users across the enterprise. This role is essential in assisting various divisions and geographic locations with their IT-related inquiries and issues. The IT Service Desk Specialist will work closely with users to diagnose and resolve technical problems, ensuring high levels of customer satisfaction.

What You’ll Do

• Exceptional Customer Service
• Deliver the highest level of exceptional customer service throughout every customer interaction
• Respond promptly to service requests and incidents, ensuring timely and effective resolution
• Problem Determination and Resolution
• Conduct initial problem diagnosis, providing accurate troubleshooting for incidents and service requests related to supported software, hardware, and technology infrastructure
• Information Collection and Communication
• Gather relevant information using organizational tools, customer conversations, and support tools
• Communicate with customers through various channels (phone, email, chat) to ensure clarity and understanding
• Escalation Management
• Escalate complex issues swiftly when necessary, ensuring that unresolved tickets are addressed within established timelines
• Document detailed, meaningful notes in the ticketing system for reference by other support staff and escalation teams
• Incident and Request Prioritization
• Adjust priority levels appropriately based on incident criticality and service level agreement (SLA) compliance
• Accurately categorize incidents and requests for effective logging and tracking
• Customer Relationship Building
• Foster a positive customer support experience by understanding customer problems and ensuring timely resolutions or escalations
• Provide ongoing communication regarding progress updates with a professional demeanor
• Technical Support Proficiency
• Support operating systems including Windows, MacOS, iOS, and iPadOS, ensuring users receive comprehensive assistance
• Compliance with Corporate Policies
• Adhere to corporate policies and procedures to guarantee compliance across all support activities
• Local Service Desk Contact
• Act as the primary local contact for the Service Desk within the collocated division, addressing technology-related requests and inquiries
• Collaboration and Team Participation
• Engage actively in Technology Services team meetings, collaborating with peers to enhance service delivery and team effectiveness
• Contribute to providing technology services and project support across all Renuity divisions and locations

What You’ll Bring:

• Technical degree in information systems, computer science or related field
• 1+ years of information technology experience
• Supporting Windows, macOS, iOS, and iPadOS
• Knowledge of M365, Teams, SharePoint, OneDrive
• Communication Skills: Strong verbal and written communication abilities necessary for effective customer interaction
• Technical Knowledge: Proficiency in troubleshooting and resolving issues related to software and hardware
• Problem-Solving Skills: Ability to quickly identify issues and develop effective solutions
• Customer-Centric Mindset: Commitment to fostering positive customer relationships and enhancing user experience
• Collaboration: Willingness to work as part of a team and contribute to group objectives

What We Offer:

• Full benefits package including health, vision, dental and 401k match up to 6%
• PTO and holidays
• Career Advancement

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