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About the Role
The National Service Desk (NSD) provides front-line IT support services for the Schwab workforce, managing incidents and service requests. This role focuses on providing level one support via phone and chat for internal employees, aiming to restore service and escalate issues when necessary.
Responsibilities
- Diagnose and troubleshoot end-user desktop application issues and provide appropriate solutions.
- Ensure customer satisfaction through timely problem resolution or escalation to a second-level team.
- Provide incident status updates to management and end-users per service level guidelines.
- Support and maintain effective relationships with users.
- Provide support for end-user computing devices including PCs, laptops, printers, cell phones, and tablets.
- Support end-users in their use of applications such as Microsoft Office, CRM, VPN, Citrix, and MDM.
- Perform account management and maintenance for various applications and systems, including user account creation/modification and password resets.
- Communicate with customers across all technical and non-technical skill levels.
- Follow all standard operating procedures (SOP) through effective use of Knowledge Management.
Requirements
- 3 - 5 years of experience in a service desk or customer service environment.
- 3 - 5 years of technical support experience.
- 3 - 5 years of phone and/or chat support experience.
- Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager, ADUC).
- Working knowledge of PC technical support, systems administration, networking, Windows, macOS, iOS, and iPadOS.
Skills
- Excellent customer service skills
- Empathizing with the customer
- Understanding and practicing Emotional Intelligence (EQ)
- Great oral and written communication skills
- Friendly presence and helpful attitude
- Strong interpersonal skills
- Ability to work well with others
- Professional etiquette in phone and chat usage
- Communicating complex technical issues in an easy-to-understand manner
- Meeting or exceeding defined objectives and metrics
- Multi-tasking
- Using organizational tools effectively
- Executing defined Service Desk processes with strong attention to detail
- Receiving constructive feedback and demonstrating improvement
- Discipline in adhering to schedules
- Asking direct, relevant, and probing questions
- Providing concise information
- Setting expectations
Location
- Onsite (initially for 90 days)
- Hybrid (potential for 1 day remote, 4 days onsite)
Work Type
- Onsite
- Hybrid
Experience Level
- 3-5 years
Education Level
- Bachelor's or Associate's degree in Information Technology or a related field is a plus
- CompTIA, ITIL, KCS, CSI and Microsoft certifications are a plus
About the Company
- The Infrastructure, Operations & Cloud (IO&C) organization provides technology solutions and support for Schwab employees, as well as supporting the external Schwab client experience.