Service Desk Expert

About the Role:

The position will be responsible for monitoring and escalating resolution activities on high severity, customer impacting issues, as well as communicating the status and impact of open issues and coordinating resolution activities as required. They will engage and coordinate with internal groups to ensure visibility, traction and ultimately closure on customer escalations. They will act as a liaison between the customer and internal groups, working to balance both client and Shyft needs while providing complete customer satisfaction and quality of service.

What You'll Do:

• Incident classification

• Develop and maintain meaningful records relating to service issues

• Tracking and monitoring

• Expedite logistics request

• Owning and controlling Service Requests and Service Level Agreement

• Communicate Service Request status and progress to all concerned parties

What We're Looking For:

• Microsoft Office (Word, Excel, Outlook etc.)

• Advanced computer skills

• Highly effective oral, written communication and presentation skills

• 3+ years of customer service experience required.

• Strong ability to work independently and make judgment calls

• Must have exemplary attendance

• Strong organization skills and ability to multi-task and prioritize work

• Must be detail oriented

• Recognition of the interpersonal 'soft skills' that is required when dealing with peers, customers and executives in stressful situations

• Strong ability to communicate both orally and in writing to technical and non-technical personnel

Key Skills

What’s In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don’t meet every single requirement? Apply anyway.

At Shyft Global Services, a TD SYNNEX Company, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!

We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.