The Technology Service Desk Lead Specialist provides front-line Technology support and provides a point of incident intake and escalation for T-Mobile employees, contractors, vendors and Technology support teams. This includes but not limited to granting IT service requests, providing first tier triage and resolving IT-related incidents. Sources of incidents and service requests are phone, web and emails. This role also provides support and resolution of complex and effort-intensive incidents and service requests. Elevated tasks and responsibilities include analysis, reporting and support to the Service Desk and other IT functions. This role will be a technical mentor that will share their expertise and knowledge and provide training to other Specialists in the areas of fault identification, isolation, and resolution, as well verifying system operation and network health.
Enterprise Core Competencies
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, results focus, detailed orientated and the ability to multi task and change directions quicklyAs America's Un-carrier, T-Mobile USA, Inc. (NASDAQ: "TMUS") is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile USA. Inc. provides services through its subsidiaries and operates its flagship brands, T-Mobile and Metro by T-Mobile. For more information, please visit http://www.t-mobile.com
* Minimum 2+ years Customer Service experience (in any industry) * Minimum 2+ year Telecommunications and call center experience * Minimum 2+ years previous Service Desk, Help Desk or Desktop Support experience supporting internal customers * Strong customer service orientation * Technical knowledge of PC Registry * Technical knowledge of scripting * Strong technical knowledge of desktop and laptop support * Strong technical knowledge of networking fundamentals * Strong technical knowledge of Active Directory * Strong technical knowledge of Microsoft products, including Windows OS, Outlook, Exchange, Word, Excel, SharePoint & PowerPoint * Type approximately 35 words per minute with accuracy. * Ability to work in a fast paced, team based, customer service-oriented environment. Possess strong verbal and written communication skills. * Excellent partnering, communication, and negotiation skills to interact effectively with business customers and technology development and support groups * Ability to identify and diagnose moderately complex IT problems and implement solutions rapidly and effectively * Strong understanding of troubleshooting fundamentals Strong research skills * Strong analytical skills * Strong customer service orientation * Strong leadership skills Proficiency in providing coaching and effective feedback * Ability to work an overnight shift
* Associate degree (or higher) in a technical discipline, or equivalent experience * IT industry recognized certification (A+, Net+, MCP, HDI, ITIL) preferred
* Assume ownership of incidents and requests escalated by Service Desk Specialists * Coordinate with other support teams and professionals to escalate significant incidents and service requests * Provide incident analysis and trending to Service Desk and other IT support teams * Fulfill Service Desk functions requiring completion of prolonged processes * Represent the Service Desk in cross-functional meetings and presentations * Answer inbound phone calls made to the Technology Service Desk * Maintain productivity by handling contacts originating from sources other than phone calls * Accurately identify and record the person making contact * Adhere and ensure compliance to security standards * Adhere to internal policies and Standard Operating Procedures * Accurately identify and document incidents and service requests * Provide incident triage and resolution and grant service requests * Provide general counsel and guidance to customers * Coordinate with points of escalation * Accurately assess and prioritize incidents and requests based upon the business impact * Accurately and promptly escalate incidents and service requests * Meet individual and department SLAs * Ensure customer satisfaction occasionally requiring follow-up to address additional needs * Train and support Service Desk Specialists * Develop business and technical writing skills * Support, guidance and feedback to peers * Responsible for addressing escalations in the absence of a Service Desk Manager and escalating to Service Desk Sr Manager and Service Desk Director if warranted * Support and contribution to special projects as needed