Job Description

Description The Koch Business Solutions Service Desk is an Incident Response Center dedicated to providing solutions to Koch employees worldwide. This is not your typical call center, rinse, repeat, and dispatch position. At KBS, we have worked diligently to bring meaningful work to our first responders to provide immediate solutions to complex technical situations. We have shared knowledge across our organization to provide our specialists with the tools and resources to handle 2nd and in some cases 3rd level support issues. Together with our US and Asia-based centers, we are responsible for ensuring our customers receive the support they need via phone, chat, and self-service 24x7. If you are passionate about people and providing IT/HR solutions, this is the role for you! A Day In The Life Could Include: (job responsibilities) Quickly learn brand new technology and be able to provide HR inquiry, transactional support and first level of IT and HR technical support to all Koch companies

• Facilitate learning and change management processes by guiding our consumers through these new tools and technologies
• Provide exceptional consumer experience while resolving customer questions and troubleshooting issues.
• Responsible for incoming cases and calls using state-of-art telephony technology and HR / IT Case & Knowledge Management tools, which include chat functionality.
• Escalate, if needed, unresolved problems to a higher level of support
• Collaborate with other KBS business units & third-party providers (vendors) to research and solve more complex or technical cases
• Adhere to Knowledge Centered Support (KCS) practices to create and update knowledge articles.
• Comply 100% with all laws and regulations.
• Documenting processes and maintaining service desk records
• Troubleshoot issues related to Laptop/Desktop, Printers, Active Directory, and other IT applications
• Exposure to troubleshoot 0365 Apps, internet browser, Network, VPN, Operating system, etc.
• Embrace MBM and seek ways to be a culture carrier.

What You Will Need To Bring With You: (experience & education required)

• Seek and share knowledge to provide each caller with a great consumer experience.
• Use and improve knowledge articles to challenge current process and streamline the current state.
• Identify opportunities to experiment and innovate to create additional value for our consumers.
• Provide and accept feedback from peers and leadership to expand capabilities and improve performance.
• Maintain frequent and timely communications with customers regarding their technical issues based on Enterprise best practices.
• Secure employee’s information ensuring it is safe and remains confidential.
• Process HR transactions accurately and in compliance with local laws.
• Experience working in a Call Center/Service Center/HR Contact Center, is a plus.
• Experience working with an HCM platform (Infor, SAP, etc.) and Case Management System (ServiceNow, etc.), is a plus.
• Ensure other support teams and customers have detailed descriptions of technical issues through accurate and detailed work notes.

Experience & education required

• 1-4 years of exp in Service Desk
• High School Diploma/GED
• Must have international calling experience
• Ready to work in 24/7 environment
• The ability to fluently speak, read and write in English
• Knowledge of using ticketing tools (Preferably ServiceNow)
• Experience researching, troubleshooting, and resolving consumer inquiries
• Good Soft Skills & excellent problem-solving skills, should be a team player
• Experience collaborating and working on a team with a high level of accountability for self and others

Approvals will be given through the automated process in Taleo “Koch is proud to be an equal opportunity workplace”