Service Desk Representative

Mastech Digital

USA Only Remote only

Full time

US$30-33 (hourly)



Dec 9

Job Description:

Provide support for technical issues/requests/questions in a 24/7 call center environment. Productivity and performance is managed through real-time metrics, call/chat monitoring, and individualized performance scorecards.


  • Work all inbound support channels (calls and chats) and provide a single point of contact for any technical issue, request or question that comes from the Customer
  • Analyze simple to moderate issues and determine appropriate technical area or vendor to resolve problems
  • Maintain written documentation for each call; escalate complex problems to the next level of support as required by documented procedures; communicate efficiently and effectively with Customers Display empathy and hospitality to callers' needs and situations
  • Use and update knowledge management actively to resolve issues
  • Analyze the impact and urgency of the Customer’s issue or request and facilitate implementation of the appropriate solutions
  • Maintain compliance with required training and published service desk procedures
  • May perform other job duties as directed by Employee's Leaders
  • Knowledge, Skills and Abilities
  • Knowledge of support procedures, processes, and service management tools
  • Knowledge of business applications and their impact on business functions
  • Skilled in organization, communication, and prioritization
  • Ability to work all support channels while providing effective Customer Service
  • Ability to perform accurate problem diagnosis and resolve moderately complex IT problems rapidly and effectively
  • Ability to work any Service Desk shift (7x24x365)/Shifts bids occur multiple times per year
  • Ability to understand and to meet individual and Service Desk metrics
  • Skilled in PC hardware, Windows 10, O365, Active Directory, Outlook/Exchange SMS, and MS Office Suite, iOS, and Android mobile devices
  • Skilled in LAN, WAN, wireless networks
  • Skilled in VDIs and Citrix


  • Required: High School Diploma or GED


  • Required: Entry-level experience; developing skills and knowledge in ITIL methodology
  • Licensing/Certification
  • Preferred: ITIL Foundations Certification
  • Physical Abilities
  • Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time
  • Ability to communicate and interact with others in the English language to meet the demands of the job
  • Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job

Job Type: Contract

Pay: $30.00 - $33.00 per hour


  • Monday to Friday


  • Service Desk Representative/Customer service/helpdesk: 8 years (Preferred)

Work Location: Remote

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