Service Desk (Dallas Night Shift)

Job Description:
Our client is currently seeking a dedicated and skilled Service Desk Agent to join their IT support team. This entry-level position is crucial for ensuring the smooth operation of IT services through effective handling of service requests and incident resolutions. The role operates within a 24x7x365 environment, requiring flexibility to work various day and/or evening shifts. This position provides a unique opportunity to kickstart your career in IT support, offering onsite business support in a dynamic setting.

Responsibilities:

• Answer incoming customer calls and make outbound calls to resolve IT issues efficiently.
• Monitor operational dashboards and group email inboxes to create, resolve, and escalate operational incidents and service requests as needed.
• Adhere to established Incident Management Processes and Procedures when classifying, prioritizing, and escalating incidents.
• Provide first-level contact and problem resolution for all users with hardware, software, and application problems.
• Document incident status and solutions in incident database tools and update incident records.
• Escalate unresolved calls to appropriate support specialist or service group.
• Assist in the coordination of end-user support activities.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.

Qualifications:

• Proven experience in customer service or IT helpdesk roles preferred.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills, capable of effectively managing customer expectations.
• Availability to work in shifts covering a 24x7x365 environment.
• Experience with Incident Management software and processes is a plus.
• High school diploma or equivalent; further certifications in IT are advantageous.
• Strong problem-solving and analytical skills.
• Dedication to continuous learning and improvement in IT support.

About GDH:
At GDH, we believe in the power of people and the importance of caring. Our culture statement, "We care about people," isn't just a tagline it's the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.

Who We Are:
GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women's services, we pride ourselves on our commitment to quality and service.

GDH provides equal employment opportunities (EEO) to all employees and applicants for
employment without regard to race, color, religion, sex, national origin, age, disability, genetic
information, veteran's status or any other category protected by law. In addition to federal law
requirements, GDH Consulting, Inc. complies with applicable state and local laws governing
nondiscrimination in employment in every location in which the company has facilities and/or
employees. This policy applies to all terms and conditions of employment, including recruiting,
hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence,
compensation, benefits and training. Applicants with disabilities that require an accommodation
or assistance in applying and/or for interviewing, please contact our HR Department.

Please visit GDH's website for notice of collection for California applicants.