service desk agent

Cayuse Holdings

<div><div><div><div><b><i>JOB TITLE:</i></b></div><div><br>
Service Desk Agent<b><i><br>
</i></b></div></div><br>
<div><div><b><i>CAYUSE COMPANY:</i></b></div><div><br>
Cayuse Commercial Services</div></div><div><div><b><i><br>
LOCATION</i></b></div><div><br>
Remote</div></div><div><div><b><i><br>
SALARY:</i></b></div><div><br>
$19.50-20.50</div></div><div><div><b><i><br>
EMPLOYEE TYPE:</i></b></div><div><br>
Full-Time Hourly Non-Exempt</div></div><div><div><b><i><br>
TRAVEL</i></b></div><div><br>
No</div></div><div><div><b><i><br>
RELOCATION</i></b></div><div><br>
No</div></div></div><div></div><div><b><br>
The Work</b></div><div>
The Service Desk Agent provides customer service solutions within service level agreements using company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to customers while maintaining effective communication.</div><div>
This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.</div><br>
<div></div><ul><li>
Provides high-quality customer service to the client, for the efficient resolution of technology problems and requests</li><li>
Operates within established guidelines and procedures to independently deliver a full range of services to the customer
</li><li>Provides complex and unique technical troubleshooting assistance, accurately assesses and records problems in the problem management tool</li><li>
Provide assistance and information to the customer in a prompt manner</li><li>
Perform first-line troubleshooting for customers by taking ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions for escalated matters</li><li>
Mobile telephony and device support</li><li>
Video Conference Unit Troubleshooting</li><li>
IP Telephony setup and support
</li><li>Creation of end user accounts and setting permissions</li><li>
Provide end user device management and support, including desktops, laptops, and PDAs</li><li>
Navigate using remote desktop tools to diagnose and troubleshoot desktop support related issues associated with Windows OS, Microsoft suite of applications, MacOS and Apple suite of applications</li><li>
Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments and websites, troubleshooting application functionality and integrations)</li><li>
Provide aid and technical support for the resolution of problems, incidents, issues, and emergencies including major incident manage escalation to ITOC and/or Major Incident Management Team</li><li>
Manages continuous improvement through ongoing collection of data and information regarding customer requirements
</li><li>Monitor and report on performance of IT systems and services</li><li>
Understand and responds to others&rsquo; using active listening skills and tactful communication</li><li>
Communicate direction/resolution at an appropriate technical and business level for the audience using examples and analogies as appropriate to facilitate understanding
</li><li>Provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication</li><li>
Ensures customer satisfaction through follow up and special efforts</li><li>
Resolve issues following the parameters and guidelines of the client
</li><li>Identify potential system problems and escalate to department contact for resolution</li><li>
Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions; solicits input from other team members; demonstrates respect for the ideas and opinions of others; employs trust and openness
</li><li>Assist new employees with training through shadowing opportunities and explanation of work process</li></ul><br>
<div></div><ul><li>
Other duties as assigned.</li></ul><div><b><br>
Here&rsquo;s What You Need</b>
</div><ul><li>High school diploma or GED required.
</li><li>Experience preferred Service Desk or Customer Service experience</li><li>
Three (3) to five (5) years of experience in computer systems, customer support or IT support.</li><li>
Experience with ServiceNow IT Service Management System.</li><li>
Customer service experience and strong focus on customer satisfaction.
</li><li>Call center experience.
</li><li>Experience in a technology support organization</li><li>
Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.</li></ul><div><b>
Minimum Skills:
</b></div><ul><li>Strong ability to speak with clarity and articulation
</li></ul><ul><li>Strong communication skills; both verbal and written.</li><li>
High degree of comprehension of the issues presented by customers.</li><li>
High degree of problem solving Internal/External Relationships.</li><li>
Apply discretion resulting in appropriate/desired resolutions.</li><li>
Ability to analyze issues and determine root cause and identify appropriate solutions.</li><li>
Ability to connect and build relationships with customers via virtual methods, phone, and email.</li><li>
Ability to independently problem solve.</li><li>
Effective listening skills including the cognitive ability to locate and convey requested information
</li><li>The ability to successfully handle customer requests and document in work management tools and applications
</li><li>Willingness to take initiative with attention to detail
</li><li>Proactive and flexible
</li><li>Must have positive attitude
</li><li>Tolerance to deal with difficult customers and stressful situations
</li><li>Fluidity to work well in teams as well as independently
</li><li>Ability to take phone contacts and answer emails simultaneously
</li><li>Ability to navigate common user interface elements, including opening and closing windows, navigation of the file structures through volumes and folders, launch and quit applications, select portions of text or other items using the mouse, copy/cut and paste text, save and print documents
</li><li>Sound analytic and cognitive ability to troubleshoot technical problems
</li><li>Speaks with clarity, articulation, and is aware of own non-verbal communication
</li><li>Dependable and can be counted on; complete assignments on time and accurately; keeps team members abreast of problems and work progress
</li><li>Demonstrate ability to learn quickly and thrive in high-energy team environment
</li><li>Must be able to work independently, as well as with a team
</li><li>Ability to function in a diverse work environment.
</li><li>Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint.</li></ul><div></div><div><b><br>
Desired Qualifications:</b></div><ul><li>
Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a relative field.</li></ul><div></div><div><b><br>
Our Commitment to you / overview of benefits
</b></div><ul><li>Medical, Dental and Vision Insurance; Wellness Program</li><li>
Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)</li><li>
Short-Term and Long-Term Disability options</li><li>
Basic Life and AD&amp;D Insurance (Company Provided)</li><li>
Voluntary Life and AD&amp;D options</li><li>
401(k) Retirement Savings Plan with matching after one year</li><li>
Paid Time Off</li></ul><div></div><div><b><br>
Reports to: Delivery Manager</b></div><div></div><div><b><br>
Working Conditions
</b></div><ul><li>Professional remote office environment.</li><li>
Must be physically and mentally able to perform duties extended periods of time.</li><li>
Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
</li><li>Must be able to establish a productive and professional workspace.</li><li>
Must be able to sit for long periods of time looking at computer screen.</li></ul><ul><li>
May be asked to work a flexible schedule which may include holidays.</li><li>
May be asked to travel for business or professional development purposes.</li><li>
May be asked to work hours outside of normal business hours.</li></ul><div></div><p><b><br>
Other Duties: </b><i>Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.</i></p><div><b><i>
Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.</i></b></div></div><p></p>

Service Desk Agent

GIG Gulf

<div>
 <p>
  <strong>
   Who we are
  </strong>
 </p>
 <p>
  GIG Gulf is part of the Gulf Insurance Group (GIG), the #1 largest regional composite insurer in the Middle East and North Africa, with presence in 13 markets including the United Arab Emirates, Bahrain, Oman, Qatar, Saudi Arabia, Algeria, Egypt, Iraq, Jordan, Kuwait, Lebanon, and Turkey. GIG Group reported consolidated assets of US$ 3.83 billion and $69 million net profit for the year 2023. The majority shareholder of GIG Group is Toronto based Fairfax Financial Holding, a global leader in insurance and reinsurance with a presence in 40 markets.
 </p>
 <p>
  <br/>
 </p>
 <p>
  GIG Gulf is an &lsquo;A&rsquo; rated regional insurer with a top 5 position in each of its markets (UAE, Oman, Qatar, Bahrain). GIG Gulf has been present in the region for over 70 years with a strategic focus on both growth and investments and is a one stop shop offering a wide range of insurance products and services that cater to a broad variety of needs for corporates, SMEs and individual customers throughout UAE, Oman, Bahrain, and Qatar. GIG Gulf also owns a 50% stake in GIG Saudi. Our strategic objectives and guiding principles are focused on Regional Growth, Customer Experience and Digital Transformation.
 </p>
 <p>
  <br/>
 </p>
 <p>
  GIG Gulf has created a diverse and inclusive working environment and culture with a workforce of over 800 employees, with over 60 nationalities, across 15 branches and retail shops region-wide and over 1 million customers. GIG Gulf is a caring partner that encourages customers to achieve their goals and live an inspiring and fulfilling life. We are obsessed with customer feedback and continuously evolving to become the region&rsquo;s digital insurer of reference, committed to running our operations in a responsible, sustainable way.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job purpose:
  </strong>
 </p>
 <p>
  The IT Service Desk Agent will be working as part of a team that is responsible for 1st line IT support for GIG Gulf staff. The role is based in GIG Gulf office in Bahrain Bay.
 </p>
 <p>
  The team works on answering, attending and resolving all the L1.5 issues addressed to the IT Service Desk and escalates the rest to the appropriate teams in other levels as per standard procedures and agreements.
 </p>
 <p>
  The agent will be troubleshooting basic end-user issues on various software applications, hardware, network and telecommunications systems and provide basic to advanced desktop support.
 </p>
 <p>
  The role requires excellent customer service, communication (written + verbal), and analytical skills.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   IT Service Desk Agent (Level 1.5) role summarized in 3 points:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  1)Customer Service and Communication: Strong customer service and communication skills (written + verbal) to interact with users, explain technical concepts, actively listen, and provide timely and professional support.
 </p>
 <p>
  2) Technical Proficiency: Strong foundation in operating systems, hardware, software applications, and network basics with the ability to diagnose and troubleshoot technical issues.
 </p>
 <p>
  3) Problem-solving and Analytical Skills: Effective problem-solving, analysis of issues reported by users, identification of root causes, and implementation of appropriate solutions.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities:
  </strong>
 </p>
 <p>
  <strong>
   Service Desk End-User Support
  </strong>
 </p>
 <ul>
  <li>
   Manage end-user issues raised to Service Desk (Level 1.5) through tickets and calls received through IVR
  </li>
  <li>
   Handle incoming calls from end-users in a professional manner and within the defined service levels and ensure achievement of KPI&rsquo;s
  </li>
  <li>
   Ensure proper and timely communication to the end-user on every ticket through the Service Desk tool and phone
  </li>
  <li>
   Ensure all work conducted is being logged and managed within tickets raised by or on behalf of business users
  </li>
  <li>
   Provide high-quality resolutions of assigned tickets and managing the expectations of the users
  </li>
  <li>
   Ensure to resolve and close all end-user tickets within the defined Service Level Agreement (SLA) targets
  </li>
  <li>
   Escalate tickets that are beyond the scope of Service Desk to other teams in 2nd level (Applications team and Field Support team) and 3rd level (Infrastructure and Production teams)
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Operational &amp; Technical Responsibilities:
  </strong>
 </p>
 <p>
  <strong>
   Communication
  </strong>
 </p>
 <ul>
  <li>
   Act as the 1st point of contact for all IT related issues or requests
  </li>
  <li>
   Build a strong trust relationship with business users across the region
  </li>
  <li>
   Build strong collaboration with level 2 and 3 IT teams
  </li>
  <li>
   Create and update documentation for end-users when needed for known issues/requests
  </li>
 </ul>
 <p>
  <strong>
   IT Support
  </strong>
 </p>
 <ul>
  <li>
   Create and modify user accounts for Active Directory and all applications
  </li>
  <li>
   Install end-user software (licensing validity and availability checks)
  </li>
  <li>
   Deployment of new applications (and/or upgrades) and follow-up
  </li>
  <li>
   Troubleshoot software application issues to resolve basic known ones and escalate complex ones to 2nd level, 3rd level and vendor
  </li>
  <li>
   Manage applications permissions changes for end-users
  </li>
  <li>
   Create mailboxes/shared mailboxes / DL and troubleshoot email issues (Exchange Online/Office365)
  </li>
  <li>
   Troubleshooting of printer issues
  </li>
  <li>
   Call center system support
  </li>
  <li>
   Mobile management enrollment and activation
  </li>
  <li>
   Shared folders permissions management
  </li>
 </ul>
 <p>
  <strong>
   Security
  </strong>
 </p>
 <ul>
  <li>
   Ensure full compliance with the Information Security policy and procedures
  </li>
  <li>
   Review encryption and antivirus definition status and remediate any issues
  </li>
  <li>
   Administrative Privileges management
  </li>
  <li>
   Ensure that all provided laptops have the necessary physical security measures
  </li>
  <li>
   Scan computers for virus infection
  </li>
  <li>
   Provide physical access to staff and visitors as necessary.
  </li>
 </ul>
 <p>
  <strong>
   Network and Telecom
  </strong>
 </p>
 <ul>
  <li>
   Troubleshoot end-user internet issues
  </li>
  <li>
   Local area network and Ethernet connections support
  </li>
  <li>
   Wireless network access basic support
  </li>
  <li>
   Headset phone and softphone setup for call center staff
  </li>
  <li>
   VPN configuration and troubleshooting
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Essential Requirements:
  </strong>
 </p>
 <p>
  <strong>
   Communication and Soft Skills
  </strong>
 </p>
 <ul>
  <li>
   Excellent communication skills in English, both verbal and written
  </li>
  <li>
   Critical and analytical thinking and creativity &ndash; always challenging the status quo and find better ways to complete tasks
  </li>
  <li>
   Conflict Resolution &ndash; ability to resolve problems and complex situations
  </li>
  <li>
   Active listening and empathy &ndash; ability to listen and understand users to address their needs
  </li>
  <li>
   Team player &ndash; ability to work with a team and influence a positive collaborative culture
  </li>
  <li>
   Ability to prioritize workload appropriately based on the impact on the business
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Technical Skills
  </strong>
 </p>
 <ul>
  <li>
   Good understanding of computers architecture, Microsoft and desktop applications, computer peripherals, operating systems and application software
  </li>
  <li>
   Excellent understanding of Microsoft Windows infrastructure (Windows Server and Windows client)
  </li>
  <li>
   Good understanding of Microsoft Active Directory services , Azure AD, Microsoft M365 Admin portal
  </li>
  <li>
   Excellent knowledge of Microsoft Office products including O365, Teams, Intune
  </li>
  <li>
   Familiarity with network architecture, LAN network protocols and client-server business applications
  </li>
  <li>
   Familiarity with Citrix and remote desktop or any VDI platform
  </li>
  <li>
   Familiarity with Distributed File Sharing
  </li>
  <li>
   Excellent skills in Excel to prepare weekly, monthly, quarterly reports on Quality of Service &amp; Service Desk KPI reports for management submission.
  </li>
  <li>
   Good understanding of ITIL framework or any other service management framework
  </li>
  <li>
   Excellent understanding of IT service management tools and ticketing system
  </li>
  <li>
   Knowledge of using a call center system to manage incoming and outgoing calls with customers (Vocalcom, Cisco UC, Avaya etc.)
  </li>
  <li>
   Knowledge of using remote access tools for remote troubleshooting
  </li>
  <li>
   Ability to systematically troubleshoot complex problems and resolve them or escalate to the right team
  </li>
  <li>
   Proficient in utilizing Microsoft Excel for generating reports related to service desk activities.
  </li>
  <li>
   Skilled in extracting and analyzing service desk data to identify trends, patterns, and performance metrics
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <ul>
  <li>
   Bachelor or Diploma Degree in an IT related field or equivalent hands-on experience
  </li>
  <li>
   5+ years&rsquo; experience in an IT Service Desk role
  </li>
  <li>
   ITIL v3/v4 Foundation Certification
  </li>
  <li>
   MCSA in Windows Server 2012/2016 or MCTS in Windows Server 2008
  </li>
 </ul>
 <p>
 </p>
</div>


IT Service Desk Agent

Atos

<div>
 <strong>
  About Atos
  <br/>
  <br/>
 </strong>
 The future is our choice
 <br/>
 <br/>
 Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of &euro; 12 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The Group is the Worldwide Information Technology Partner for the Olympic &amp; Paralympic Games and operates under the brands Atos, Atos|Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.
 <br/>
 <br/>
 The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Receiving incoming incidents and requests, logging them into tickets and resolving them in the appropriate timeframe.
  </li>
  <li>
   End user support (user management, mobile device support, laptop support, enterprise application support, software support)
  </li>
  <li>
   Hardware installation, transportation, addition, modification, replacement, and de-installation activities.
  </li>
  <li>
   Hardware Failure/Repair and Warranty periods.
  </li>
  <li>
   Liaise with Local/Global IT Teams as required to resolve failures, keeping the customer fully informed of next steps.
  </li>
  <li>
   Resolve IT issues when appropriate and in accordance with Help Desk policy.
  </li>
  <li>
   Manage relationships with third party vendors and follow up on requests submitted to these third parties.
  </li>
  <li>
   Coordinate referrals to appropriate technical, professional, or service personnel.
  </li>
  <li>
   Receive and prioritize issues and escalate using appropriate escalation procedures.
  </li>
  <li>
   Provide functional or task leadership.
  </li>
  <li>
   Coordinates special projects and system upgrades.
  </li>
  <li>
   Inform customers and/or management on the status of resolution efforts.
  </li>
  <li>
   Recommend system or process improvements, including procedures, training and improved documentation.
  </li>
  <li>
   To follow up on Hardware Lifecycle Management (Asset Management).
  </li>
  <li>
   Comply with physical and logical security requirements and report deficiencies.
  </li>
  <li>
   All other duties as assigned.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Excellent English communication skills,
  </li>
  <li>
   Vocational Diploma/Short Course Certificate, bachelor&rsquo;s degree/University Degree in any field,
  </li>
  <li>
   At least 1 year experience,
  </li>
  <li>
   Strong analytical and problem-solving skills,
  </li>
  <li>
   Team-oriented with the ability to learn and act independently,
  </li>
  <li>
   Adaptable to established standards of practices,
  </li>
  <li>
   Excellent communication skills, both verbal and written,
  </li>
  <li>
   Excellent customer service skills, keeping the &ldquo;Customer First&rdquo; in all activities and communications,
  </li>
  <li>
   Eagerness to work in a global and multi-cultural, international team,
  </li>
  <li>
   A passion to implement, secure, maintain, and automate complex systems,
  </li>
  <li>
   Ability to think quickly and respond when things do not go as planned,
  </li>
  <li>
   Candidates with Enterprise/Network Operations Center, IT Service/Help Desk, etc. experience will be preferred.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  What We Offer
  <br/>
  <br/>
 </strong>
 GPTW Certified Company
 <br/>
 <br/>
 Work from home most of the time as our customers are located all around the world
 <br/>
 <br/>
 <strong>
  Competitive Compensations And Benefits
  <br/>
  <br/>
 </strong>
 Flexible Benefit Program
 <br/>
 <br/>
 Private Health Insurance
 <br/>
 <br/>
 Life Insurance
 <br/>
 <br/>
 Performance Bonus
 <br/>
 <br/>
 Accolade Bonus
 <br/>
 <br/>
 Referral Bonus
 <br/>
 <br/>
 Transportation Allowance
 <br/>
 <br/>
 Meal Allowance
 <br/>
 <br/>
 Kindergarten Allowance
 <br/>
 <br/>
 Buddy Program
 <br/>
 <br/>
 Flexible working hours at Atos or home office
 <br/>
 <br/>
 Company SIM Card
 <br/>
 <br/>
 Days of annual leave above the legal minimum
 <br/>
 <br/>
 Atos University Access &ndash; Professional and personal development through continuous education and certification
 <br/>
 <br/>
 Wellbeing Days
 <br/>
 <br/>
 Friendly Working Environment
 <br/>
 <br/>
 BYOD - Bring Your Own Mobile Device Campaign
 <br/>
 <br/>
 Here at Atos, we want all our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all our employees have an equal opportunity to contribute and feel that they are exactly where they belong.
 <br/>
 <br/>
</div>


1st Level Service Desk Agent

Unisys

<p></p><div><p><b>What success looks like in this role:
</b></p><p></p><ul><li>Provides Tier 1 and Tier 2 support.
</li><li>Troubleshoots and resolves complex issues including:
 </li></ul>o Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and
 <br>
o Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
<br>
<ul><li>Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
</li><li>Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
</li><li>Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
</li><li>Utilizes problem solving and analytical skills to effectively resolve challenging incidents.
</li></ul><p></p><p><b>You will be successful in this role if you have:
</b></p><p>High School Diploma or GED required
<br>
May require technical certification or Associate Degree
<br>
Generally, 2-4 years&rsquo; experience in area of responsibility
</p><p></p><p>This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
</p><p></p><p>Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
</p><p></p><p>This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys&rsquo; EEO commitment here .</p></div>

Tech Service Desk Agent - Salt Lake City

<p></p><div><p><b>What success looks like in this role:
</b></p><p></p><ul><li>1st Level telephone and other media contact support.
</li></ul><ul><li>Strive for a high level of first contact resolution.
</li></ul><ul><li>Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
</li></ul><ul><li>Accurately document calls and incidents.
</li></ul><ul><li>Manage time and workload to meet predetermined service levels.
</li></ul><ul><li>Maintain data accuracy in our contact management system.
</li></ul><ul><li>Assign incidents and requests to the correct support group.
</li></ul><ul><li>Act as a single point of contact on incidents and problems logged.
</li></ul><ul><li>Perform appropriate diagnostics to initiate problem management workflow process.
</li></ul><ul><li>Provide clients with a reference number for their incident/request.
</li></ul><ul><li>Understand various media sources that interface with the Service Desk.
</li></ul><ul><li>Support multiple clients through customer service professionalism and insight.
</li></ul><ul><li>Become multi-skilled as workload changes occur within the Service Center.
</li></ul><ul><li>Champion, implement or support change.
</li></ul><ul><li>Identify process efficiencies within the Service Center and to take corrective action to implement change.
</li></ul><ul><li>Discover and document process and procedures which need to be published to the team or on the Knowledgebase.
</li></ul><ul><li>Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.)
</li></ul><p></p><p><b>You will be successful in this role if you have:
</b></p><ul><li>Typically requires: High School diploma (Associate's Degree, professional certification(s), or license preferred), 2-4 years of related experience.
</li></ul><ul><li>Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery Relevant IT qualifications to a tertiary level.
</li></ul><ul><li>6 months IT Service Desk experience, or related experience.
</li></ul><ul><li>6 months previous experience providing Level 3 support for MS Office, MS Exchange and MS windows networks.
</li></ul><ul><li>Working knowledge of data and voice network concepts
</li></ul><p></p><p><b>***MUST BE WILLING TO BE ONSITE 3 DAYS A WEEK!
</b></p><p></p><p><b>Benefits Highlight:
</b></p><p><i>Unisys offers an outstanding benefits package, featuring unlimited paid time off, a 401(k) match, comprehensive healthcare, HSA matching, ongoing learning opportunities, and more! We&rsquo;re committed to supporting work-life balance and investing in your future success.
</i></p><p></p><p><b>Video Interview Notice:
</b></p><p><i>At Unisys, we incorporate video interviews as a key part of our hiring process. This allows us to get to know you better and provide a more engaging and convenient interview experience. We appreciate your understanding and look forward to connecting with you virtually!
</i></p><p></p><p>This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
</p><p></p><p>Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
</p><p></p><p>This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys&rsquo; EEO commitment here .</p></div>

Technical Service Desk Agent in Salt Lake City, UT

Whim Hospitality Ltd

<div><p>Join Our Team as a Front Desk Agent at Camp Lucy!</p>
<p>
Whim Hospitality is seeking a dedicated and enthusiastic Front Desk Agent to be the welcoming face of our stunning Camp Lucy Resort. If you have a passion for serving others and enjoy creating memorable experiences, we want to hear from you!</p>
<p>
About Camp Lucy:</p>
<p>
Nestled in the heart of the Texas Hill Country, Camp Lucy is a beautiful resort that offers a unique blend of luxury and Texas charm. Our commitment to exceptional service and guest satisfaction is underscored by our talented team, making every visitor&rsquo;s stay unforgettable.</p>
<p>
Who You Are:</p>
<p>
You love serving others and find joy in solving problems. No task is too big or small for you, and you&rsquo;re always looking for ways to contribute. You&rsquo;re building your professional resume while enjoying beautiful office views and seeking opportunities to create wonderful experiences for guests.</p>
<p>
What You'll Be Doing:</p>
<ul><li>
<p>Guest Check-In &amp; Check-Out: Efficiently and warmly check in guests, using their names whenever possible. Ensure they are assigned the type of room requested and the correct rates are charged. Handle check-out processes, confirming guest satisfaction and settling bills accurately.</p>
</li></ul>
<ul><li><p>Customer Service Excellence: Resolve customer complaints and handle all guest interactions with the utmost hospitality and professionalism. Accommodate special requests whenever possible and assist guests with inquiries about resort services, events, and local attractions.</p>
</li></ul>
<ul><li><p>Transaction Management: Maintain a balanced cash bank assigned by the hotel. Manage cash transactions, reconcile all transactions at the end of each shift, and assist with billing matters.</p>
</li></ul>
<ul><li><p>Technology Proficiency: Utilize various computer systems to check guests in and out, run daily reports, and manage reservations. Provide basic troubleshooting support for in-room services like internet and entertainment.</p>
</li></ul>
<ul><li><p>Concierge Support: Assist with concierge duties and guest experience services, ensuring immediate responses to guest comments and concerns.</p>
</li></ul>
<ul><li><p>Local Expertise: Develop a comprehensive knowledge of hotel availability, current rates, and local attractions to enhance the guest experience.</p>
</li></ul>
<ul><li><p>Additional Duties: Perform other duties as assigned to support the team and improve guest satisfaction.</p>
</li></ul>
<p>Why You Should Join Us:</p>
<p>
Work at a Premier Venue: Be part of a team at the Hill Country's premier venue, known for its beauty and exceptional service.</p>
<p>
Team Culture: Join a talented and enthusiastic team that values collaboration and support.</p>
<p>
Dynamic Scheduling: Enjoy a schedule that offers a balance of flexibility and structure, allowing you to thrive in a rewarding work environment while meeting the needs of our guests.</p>
<p>
Professional Growth: Gain valuable experience in the food and beverage industry with clear career paths for advancement. Opportunities exist for you to move into roles such as Lead Server, Banquet Captain, or even Management positions as you develop your skills.</p>
<p>
Employee Perks: Enjoy employee discounts for lodging and our beautiful restaurant, medical/dental/vision insurance, employee meals, PTO, Holiday pay, referral bonus, free parking, and the chance to work in a beautiful and dynamic environment.</p>
<p>
If you are passionate about delivering exceptional service and creating memorable experiences, apply now to join our team at Camp Lucy!</p>
<p>
Compensation:</p>
<p>
Hourly Wage: $19.00 per hour, with opportunities to increase your earnings through exceptional service.</p>
<p>
If you are passionate about creating memorable experiences and delivering outstanding service, apply now to join our team at Camp Lucy!</p><ul><li>
Previous experience in a front desk or customer service role in the hospitality industry is preferred.</li><li>
Excellent interpersonal and communication skills, with the ability to engage with guests and resolve issues effectively.</li><li>
Strong problem-solving abilities and a proactive approach to anticipating guest needs.</li><li>
Familiarity with hotel management software and computer systems is a plus.</li><li>
Ability to multitask and work efficiently in a fast-paced environment.</li><li>
A positive attitude and a commitment to delivering exceptional guest service.</li></ul>
<p>
This role is essential in creating memorable experiences for guests at Camp Lucy, ensuring that their needs are met with professionalism and warmth. The Lodging Front Desk Agent must demonstrate a commitment to excellence and a passion for hospitality.</p><p>
The Lodging Front Desk Agent at Camp Lucy is dedicated to serving others and finds joy in solving problems. No task is too big or small, and you are always looking for opportunities to enhance the guest experience. With a focus on building your professional resume and enjoying beautiful office views, you aim to create wonderful experiences for all guests.</p></div>

Desk Agent

Caesars Entertainment

<p></p><div><div><div><div><div><div><div><div><p><b>WE ARE CAESARS</b><br>
<br>
At Caesars Entertainment, our Mission, Vision &amp; Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision &amp; Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.<br>
<br>
<b>Our Mission</b>: &ldquo;Create the Extraordinary&quot;<br>
<b>Our Vision</b>: &ldquo;We create spectacular worlds that immerse, inspire and connect you. We don&rsquo;t perform magic; we create it with excellence.&rdquo;<br>
<b>Our Values</b>: &ldquo;Blaze the Trail, Together We Win, All-In on Service&rdquo;<br>
<br>
Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.</p></div>
</div></div></div></div><div><div><div><div><div><div><h2 class="jobSectionHeader"><b>JOB SUMMARY</b></h2>
<div><div>The Business-Critical Operations (BCO) Agent is a high-impact operational role responsible for ensuring the stability, resilience, and continuity of enterprise systems through expert management of major incidents and frontline service support. This role combines incident leadership with direct end-user support, driving rapid resolution of business-critical disruptions while upholding governance standards and cybersecurity protocols. The BCO Agent plays a vital role in incident coordination, stakeholder communication, and continuous service improvement; directly influencing operational performance and customer experience across IT functions.</div></div>
</div></div><div><div><h2 class="jobSectionHeader"><b>HOW YOU WILL CREATE THE EXTRAORDINARY</b></h2>
<div><div><div><p><b>Incident &amp; Service Desk Management</b></p></div><div><ul><li><div>
Monitor systems and tools (e.g., Dynatrace, ServiceNow, xMatters) to proactively detect potential major incidents.</div></li></ul></div><div><ul><li><div>
Initiate immediate response and mobilize cross-functional resources upon incident detection.</div></li></ul></div><div><ul><li><div>
Classify and prioritize incidents using the IT Incident Severity Matrix.</div></li></ul></div><div><ul><li><div>
Lead and coordinate incident response efforts, ensuring timely stakeholder communication and executive-level updates.</div></li></ul></div><div><ul><li><div>
Document incident details, actions taken, and resolution outcomes.</div></li></ul></div><div><ul><li><div>
Provide direct support to employees for technology-related issues, including password resets and account unlocks in Active Directory and other systems.</div></li></ul></div><div><ul><li><div>
Appear on camera to assist with identity validation of employees when required.</div></li></ul></div><div><ul><li><div>
Ensure timely communication and resolution of incidents and service requests.</div></li></ul></div></div><div><div><ul><li><div>
Uphold SLAs and follow all process steps diligently.</div></li></ul></div><div><ul><li><div>
Collaborate with end users to understand and resolve issues effectively.</div></li></ul></div><div><ul><li><div>
Uphold departmental policies and procedures in partnership with managers and directors.</div></li></ul></div><p></p><div><p><b><br>
Governance &amp; Reporting</b></p></div><div><ul><li><div>
Ensure compliance with incident lifecycle processes: identification, updates, resolution, and downgrades.</div></li></ul></div><div><ul><li><div>
Maintain accurate records of incident activities and contribute to process improvement initiatives.</div></li></ul></div><div><ul><li><div>
Actively monitor team queues and ensure complete documentation of incident tickets.</div></li></ul></div><div><ul><li><div>
Review support incidents for process gaps and recommend improvements.</div></li></ul></div><div></div><div><div><b><br>
Cross-Functional Collaboration</b></div></div><div></div><div><ul><li><div><br>
Partner with Stakeholders, IT Operations, Infrastructure, and Support teams to manage incident resolution.</div></li></ul></div><div><ul><li><div>
Coordinate with Security, Compliance, Customer Support, and Service Delivery teams.</div></li></ul></div><div><ul><li><div>
Liaise with external vendors and third-party providers involved in incident resolution.</div></li></ul></div><div><ul><li><div>
Communicate directly with stakeholders to provide status updates and collaborate on issue resolution.</div></li></ul></div><div><ul><li><div>
Establish and maintain strong working relationships across teams.</div></li></ul></div></div></div><br>
<p></p>
</div></div><div><div><h2 class="jobSectionHeader"><b>WHAT YOU WILL NEED</b></h2>
<div><div><div><p><b>WHAT YOU WILL NEED</b></p></div><div><ul><li><div>
Must be 21 years of age or older</div></li></ul></div></div><div><div><ul><li><div>
Proficient in English verbal and written</div></li></ul></div><div><ul><li><div>
Strong verbal and written communication skills.</div></li></ul></div><div><ul><li><div>
1 to 3 years of high-volume incident management experience.</div></li></ul></div><div><ul><li><div>
Previous help desk or service desk experience preferred.</div></li></ul></div><div><ul><li><div>
Proficiency with monitoring and ITSM tools such as Dynatrace, ServiceNow, and xMatters.</div></li></ul></div><div><ul><li><div>
Excellent organization, time management, and attention to detail.</div></li></ul></div><div><ul><li><div>
Ability to thrive in a fast-paced, 24x7 operational environment.</div></li></ul></div><div><ul><li><div>
Familiarity with cybersecurity protocols and identity validation practices.</div></li></ul></div><div></div><div><p><b><br>
ADDITIONAL REQUIREMENTS</b></p></div><div><ul><li><div>
Flexible to work various shifts, weekends, and holidays</div></li></ul></div></div></div>
</div></div></div></div></div></div><div><div><div><div><div><div><h2 class="jobSectionHeader"><b>ABOUT US</b></h2>
<div>At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars&reg;, Harrah's&reg;, Horseshoe&reg; and Eldorado&reg; brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.<br>
<br>
Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values &ndash; Together We Win, All In On Service and Blaze the Trail &ndash; every day. Our mission, &ldquo;Create the Extraordinary&rdquo;. Our vision, &ldquo;Create spectacular worlds. That immerse, inspire and connect you. We don&rsquo;t perform magic; we create it with excellence. #WeAreCaesars&rdquo;. If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.</div><br>
</div></div></div></div></div></div><div><div><div><div><div><p><b>TOGETHER WE WIN</b><br>
<br>
We believe in delivering family-style service&mdash;an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.<br>
<br>
<b>DISCLAIMER</b><br>
<br>
The below statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.<br>
<br>
As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.<br>
<br>
<b>ADA</b><br>
<br>
Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals&rsquo; religious beliefs or practices.<br>
<br>
<b>EQUAL EMPLOYMENT OPPORTUNITY</b><br>
<br>
Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person&rsquo;s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.</p></div></div></div></div></div></div></div></div><p></p>

BCO Agent

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