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Managed Services Intern

Position Summary:

The objective of the Service Desk is to provide a single point of contact for UTG's remote support. The Service Desk Engineer is responsible for the creation, routing, scheduling and limiting servicing of task/tickets initiated by customer requests.

Essential Position Functions & Duties:

  • Demonstrate strong customer service skills to provide phone support including:
    • Listening to the customer to gain an accurate understanding of the situation
    • Being empathetic to the customer's situation and having a sense of urgency to resolve the issue
    • Producing accurate, detailed documentation at the client, problem and incident level
    • Resolving conflict
  • Create, distribute and schedule tasks based on priority, required skills and time constraints
  • Focus on customer satisfaction and service delivery quality
  • Answer inbound calls/request in a timely fashion
  • Meet or exceed Service Desk Engineer position Key Performance Indicators (KPIs)
  • Excel in areas of:
    • UTG Core Values
    • Client service skills
    • Remote support skills
    • Professionalism and punctuality
    • Technical competencies
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