Careers
Job Description
LRS Consulting Services has been delivering the highest quality consultants to our clients since 1979. We've built a solid reputation for dealing with our clients and our consultants with honesty, integrity, and respect. We work hard every day to maintain that reputation, and we're very interested in candidates who can help us. If you're that candidate, this opportunity is made for you!
Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Fulcrum Consulting, an LRS company, is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship status or protected veteran status.
LRS Consulting Services is seeking an experienced Service Desk Agent for a contract-to-hire, hybrid opportunity with our client based in Minnesota!
Responsibilities:
- The service desk agent is responsible for providing end users with exceptional customer service as the first point of contact for technology questions, reporting issues and request services. This position provides high First Level Resolution (FLR) using defined processes and knowledge, a understanding of the IS Service Catalog and ITIL/ITSM practices.
- Use of ticketing system- Use ticketing tool and available resources to triage, document, categorize and prioritize tickets (incidents, service requests, questions, etc).
- Soft Skills / Customer Focused- Customer-focused, enthusiastic, courteous, and motivated to take charge of customer engagement. Ability to ask pertinent questions to understand the situation and document necessary details. Effective team player and communicator.
- Incident Prioritization- Successful experience with urgency and impact of incidents and the process of escalating priority 1 & 2 incidents for fast remediation.
- Knowledge Management- Successful experience with knowledge management situations that include escalation of outdated knowledge articles.
- Troubleshooting /Problem Identification- Identify potential high impact issues/problems and activate the correct escalation process.
- Service Request fulfillment- Successful experience installing software packages on computers.
- Escalate incidents and service requests- Escalate complex requests to appropriate servicing team with detailed knowledge and troubleshooting/fulfillment steps as applicable.
- Process Improvement- Identify opportunities for process improvements and notify team leaders.
- Communications Requirements- Understanding the application of effective communication etiquette for phone and text-related customer interactions.
- Work Environment- Working independently and/or in a team environment may be required for some engagements. Hybrid telework/office setting work environment.
Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Fulcrum Consulting, an LRS company, is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship status or protected veteran status.
