Service Desk Agent Associate

Location: McLean, VA


The candidate(s) will be part of the Freddie Mac internal Service Desk assisting customers with IT-related workplace services issues and requests.  Candidate(s) will be 100% on the phone taking customer calls for requests and how to for Office 365 migration as well as other enterprise applications.  We are looking for a creative individual who is results driven, problem solver and critical thinker.  We are level 1 support taking customer calls and chats.  Hours will be Monday through Friday onsite 9am to 6pm.  

Job Description:
•Ensure all contractual SLAs are satisfied
•Escalate issues to appropriate second-level subject-matter experts in accordance to service-level agreements, and follow up on incidents when appropriate
•Accurately record and document all details of the issue or service request, including categorization and affected configurable item into the approved ticket system
•Diagnose and resolve technical software issues involving research required information using available resources
•Gather customers information and determine the issue by evaluating and analyzing the symptoms
•Apply analytical skills for efficient problem diagnosis and resolution (creative thinker)
•Ability to multi-task in a fast paced, constantly changing environment


Requirements: 
•Excellent verbal, written and interpersonal skills
•Excellent analytical and problem-solving skills
•Effective listening skills and proper phone etiquette
•Typing speed of 45+wpm
•Demonstrated proficiency with Microsoft Office 365 (Outlook 2016); MS Teams, OneDrive, Workspace1/Airwatch
•Demonstrated proficiency with ServiceNow ticketing tool
•Strong knowledge of software:   Windows 7/10; WebEx, Cisco Jabber; Active Directory; RSA Authentication Manager, Cisco VPN & Anyconnect, VMware; multifunctional printers; Internet Software (i.e., Internet Explorer; Firefox; Google Chrome)
•Strong knowledge of hardware: Desktop; Laptop and wireless mobile devices (smart phones, tablets, etc.)


Other Skills:
Candidate must have experience assisting end users with Office 365 migration.  MS Teams, OneDrive, and Workspace One and Windows 7/10 a must.


Communication Skills
High
1 - 3 Year
 

Customer Service Orientation
High
1 - 3 Year
 

Office 365
High
1 - 3 Year