Remote Service Desk Representative
Insight · United States
- Hybrid
- Full-time
- $36,400 / year
- United States
Job highlights
- Provide front-line customer support for hardware and software.
- Handle inquiries via phone, email, chat, and ticketing systems.
- Instruct users on equipment and software usage.
- Diagnose and resolve complex technical issues.
- Work remotely with flexible scheduling options.
About the role
Remote Service Desk Representative
Insight is seeking a motivated Remote Service Desk Representative to join our team. This role is crucial as you will be the front line of support for our customers, ensuring their technical issues are resolved efficiently and professionally. You will support all desktop hardware, software, and telecommunications equipment, handling inquiries via multiple channels.
About The Role
The Service Desk Representative is responsible for the support of all desktop hardware, software, and telecommunications equipment. As a Service Desk Representative, you are the front line in support of Insight Customers. In this role, you will respond to customer inquiries in person, via phone, email, and chat. Associates must possess strong verbal and written communication skills.
As a Service Desk Representative You Will
- Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms, or client tracking/ticketing databases.
- Respond to all Customer requests in timely and professional manner.
- Instruct end users in the appropriate use of equipment, software, and/or reference materials.
- Assist with all aspects of technical support, including on-site visits as needed.
- Accurately prioritize, categorize, track, and log calls, tickets, chats, etc., following client or internal tracking protocols.
What We’re Looking For
- Two-year Associate Degree (field related) or equivalent experience required.
- A minimum of 3 years of helpdesk experience in a corporate environment is preferred.
- Comprehensive knowledge of computer hardware/software concepts.
- Extensive working knowledge of hardware/software concepts, including Microsoft products and network/account management tools.
- Ability to diagnose and resolve moderately complex system hardware, software, network, and operator issues.
What You Can Expect
Insight is legendary for taking care of you, your family, and helping you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year. Our core values of Hunger, Heart, and Harmony guide everything we do.
Key skills/competency
- Service Desk
- Technical Support
- Customer Service
- Helpdesk
- Troubleshooting
- Hardware Support
- Software Support
- Communication Skills
- Ticketing Systems
- Microsoft Products
Skills & topics
- Remote Service Desk
- IT Support
- Helpdesk
- Customer Service
- Technical Support
- Desktop Support
- Hardware
- Software
- Troubleshooting
- Insight
How to get hired
- Tailor your resume: Highlight your 3+ years of helpdesk experience and knowledge of hardware, software, and network tools.
- Showcase your skills: Emphasize your troubleshooting abilities and customer communication expertise in your application.
- Prepare for technical questions: Be ready to discuss your experience with Microsoft products and diagnosing system issues.
- Understand Insight's values: Research their commitment to 'Hunger, Heart, and Harmony' to align your responses.
- Ask insightful questions: Prepare questions about the team, daily tasks, and growth opportunities during your interview.
Technical preparation
Practice diagnosing common hardware/software issues.,Review Microsoft products and network management tools.,Familiarize yourself with ticketing system workflows.,Prepare to explain troubleshooting steps clearly.
Behavioral questions
Describe a time you handled a difficult customer.,How do you prioritize multiple urgent requests?,Explain how you stay updated on tech changes.,How do you embody 'Hunger, Heart, and Harmony'?
Frequently asked questions
- What is the primary responsibility of a Remote Service Desk Representative at Insight?
- The primary responsibility of a Remote Service Desk Representative at Insight is to provide front-line technical support for all desktop hardware, software, and telecommunications equipment, responding to customer inquiries via phone, email, chat, and ticketing systems.
- What qualifications are essential for the Remote Service Desk Representative role at Insight?
- Essential qualifications include a two-year Associate Degree (or equivalent experience), a minimum of 3 years of helpdesk experience in a corporate environment, and comprehensive knowledge of computer hardware/software concepts, including Microsoft products and network management tools.
- What kind of technical issues will a Remote Service Desk Representative at Insight resolve?
- A Remote Service Desk Representative at Insight will diagnose and resolve moderately complex system hardware, software, network, and operator issues, providing technical support and instructing end-users.
- What are the benefits of working as a Remote Service Desk Representative at Insight?
- Benefits include a competitive hourly pay of up to $17.50 plus full benefits, the freedom to work remotely (even internationally for up to 30 days a year), and a supportive, people-first culture guided by core values of Hunger, Heart, and Harmony.
- What is the typical work schedule for this remote position at Insight?
- The typical work schedule for this remote position is Monday through Friday, from 7:00 am to 3:30/4:00 pm CST, with the end time depending on lunch duration.
- How does Insight foster a positive work environment for its Remote Service Desk Representatives?
- Insight fosters a positive work environment by being a people-first company, emphasizing core values of Hunger, Heart, and Harmony, offering comprehensive benefits, and providing opportunities for employees to engage with their communities and own their careers.
- Does Insight require on-site visits for the Remote Service Desk Representative role?
- While the role is primarily remote, the job description indicates that assistance with all aspects of technical support may include on-site visits as needed.