Help Desk Specialist Job at Spire Inc.
Company Overview
At 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 our business. We’re dedicated to understanding our customers’ needs and goals to better serve them today and tomorrow. 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.
We value safety, inclusion, and integrity. We connect to people, get the job done, and leave a memory and everything about our culture comes back to one thing: a handshake at the front door. We have 4 essential behaviors that show how the Spire culture comes to life:
Living Spire Behaviors
We value safety, inclusion, and integrity. We connect to people, get the job done, and leave a memory and everything about our culture comes back to one thing: a handshake at the front door. We have 4 essential behaviors that show how the Spire culture comes to life:
Living Spire Behaviors
- We Collaborate: We reach across boundaries to connect with each other and deliver on our promises. We put teamwork first, knowing that our collective energy makes us stronger.
- We Care: We create good memories by treating people how we want to be treated: We are inclusive, respectful and kind. We actively create a caring culture that feels like a handshake at the front door.
- We Advance: We are active learners who never stop looking for ways to innovate and improve ourselves, and our company. We embrace ongoing development and process improvement with passion and tenacity.
- We Have Perspective: We strive to gain additional perspective about Spire’s business and the ever-changing energy industry. We know that every employee plays an important role in Spire’s success, and we give our best to better understand how to help move the company forward.
Summary
Spire 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 Responsibilities
N/A
Required 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
Competencies
We Advance
We Care
We Collaborate
We Have Perspective
Posting Requirements
Spire accepts online applications through our career site at jobs.spireenergy.com
Posting 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.
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