Service Desk Specialist

Job title: Service Desk Specialist in Saint Louis, MO at Spire
Company: Spire
Job description: Company OverviewAt Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but one that’s at the heart of everything we do. We are committed to understanding the needs of the homes and businesses we serve. That's why we're always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.And we find the best by hiring those who share our values of drive, safety, inclusion and integrity, and demonstrate our four essential behaviors that bring the Spire vision, mission and culture to life:

• We make it happen: We are a company of go-getters, acting on every opportunity to help our company advance
• We collaborate: We put teamwork first, bringing in everyone’s ideas, because our collective energy makes us stronger
• We seek out perspective: We challenge ourselves to be open to different ways of doing things, because learning from each other leads to breakthroughs
• We care: We treat people how we want to be treated, listening closely and doing what’s right, even when it’s hard

By living our values and behaviors every day, we strive to create an environment where every employee feels welcome, respected and valued.SummarySpire is seeking a Smart Desk Specialist to work at our Smart Desk (Help Desk) answering phone calls and responding to chat messages and tickets entered into our Smart Desk ticketing system. This position provides Tier I support and customer service to end-users for all systems, applications, and hardware throughout the enterprise.Duties and Responsibilities

• Responds to phone calls and chat messages to the Smart Desk, providing Tier I support and customer service to users on software and hardware related issues. Owns interactions from multiple channels and strives for first call/first inquiry resolution. Takes appropriate actions to reduce customer/caller effort
• Records all reported user issues in the Smart Desk tracking software, and assigns to the appropriate group for resolution
• Communicates planned and emergency Information Technology System maintenance and updates through postings on the company intranet, inSpire
• Provides preliminary troubleshooting of PC hardware and software problems. Works with end users to analyze issues, review actions taken, and guide users through diagnostic procedures to resolve the issue
• Collaborates with Tier II support to escalate complex user issues. Identifies opportunities for knowledge transfer to minimize future escalations
• Coordinates with Technical Writers and 3rd party Smart Desk representatives to ensure documentation is accurate and up to date. Reviews and assists with testing of any new or updated training documentation as needed
• Attends and participates in regular status meetings. Provides input for continuous improvement of knowledge base, escalation processes and user communication methods
• Updates knowledge base and SharePoint site with resolutions and helpful hints
• Provides back up for technical support services including room and workstation setups
• All other duties as assigned

Essential Characteristics and Competencies

• Ability to lead by example in support of the Company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives
• Ability to adapt in a fast-moving and changing culture
• Ability to work independently and manage time effectively to meet individual goals and deadlines
• Ability to work as part of a team and display a positive attitude in a dynamic environment
• Ability to remain patient, calm and effective in high-pressure situations
• Ability to take initiative and do what needs to be done without being asked to do so
• Desire to enhance personal knowledge and skillset with a continuous improvement mindset
• Ability to respond positively to challenges and problems

Supervisory ResponsibilitiesN/ARequired Education (certifications, licenses)

• Bachelor’s degree in business or computer science preferred, or equivalent work experience

Required knowledge, skill and abilities

• 1-3 years’ experience working in customer service or help desk environment

• Knowledge of and ability to use Microsoft family of products, including Office, Windows Operating System, Microsoft Teams, SharePoint, SCCM, Visio, Project and various workstation software
• Excellent customer service skills with the proven ability to build and establish a rapport with a diverse array of people
• Knowledge of the basic operation of personal computers, tablets, and multi-function devices which include printing, copying, scanning and faxing functionality
• Knowledge of Networking technology as it relates to solving basic connectivity problems
• Strong customer service skills with solution-oriented mindset
• Strong oral and written communication, interpersonal and organizational skills
• Demonstrated reliability and efficiency in responding to calls and instant messages in a multi-channel environment
• Ability to use software tools in the operation of a Help Desk environment

Physical demands, environment and schedule

• Hybrid Remote/In Office environment
• Work performed primarily during business hours, Monday-Friday, 7am-5pm with off-hours support rotation

Posting RequirementsSpire accepts online applications through our career site at jobs.spireenergy.comPosting requirements: The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity employer.We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual’s race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.
Expected salary:
Location: Saint Louis, MO
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