Job Listing ID: 4309360 Job Title: Senior Service Desk Agent
Application Deadline: Open Until FilledJob Location: Salem
Date Posted: 07/12/2025Hours Worked Per Week: Not Provided
Shift: Not Provided
Duration of Job: Either Full or Part Time, more than 6 months
You may contact this employer directly.
(Obtain the contact information to print or add to your jobs.)
Job Summary:
Overview
Job Title: Senior Service Desk Agent
Cayuse Company: Cayuse Commercial Services
Location: Remote
Pay Rate: $23-$27 per hour
The Work
The Senior Service Desk Agent provides customer service solutions within service level agreements using company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to customers while maintaining effective communication.
This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.
Responsibilities
Key Responsibilities
Provides high-quality customer service to the client, for the efficient resolution of technology problems and requests.
Operates within established guidelines and procedures to independently deliver a full range of services to the customer.
Acts as the escalation point for client/customer calls to resolve difficult situations or issues.
Manage agents on duty and ensure contact volume are handled within Service Level Agreements.
Assist new employees with training through shadowing opportunities and explanation of work processes.
Act as a subject matter expert for supported products and processes.
Acts as the liaison between the Cayuse and Client management and assigned agents to ensure needs and requests are being communicated and met.
Review agent performance and provide feedback through guidance and counseling.
Provides complex and unique technical troubleshooting assistance, accurately assesses and records problems in the problem management tool.
Provides assistance and information to the customer in a prompt manner.
Provide day-to-day operational service and support for escalated matters.
Perform first-line troubleshooting for customers by taking ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions for escalated matters.
Mobile telephony and device support.
Video Conference Unit Troubleshooting.
IP Telephony setup and support.
Creation of end user accounts and setting permissions.
End user device management and support, including desktops, laptops, and PDAs.
Navigate using remote desktop tools to diagnose and troubleshoot desktop support related issues associated with Windows OS, Microsoft suite of applications, MacOS and Apple suite of applications.
Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments and websites, troubleshooting application functionality and integrations).
Provide aid and technical support for the resolution of problems, incidents, issues, and emergencies including major incident management escalation to ITOC and/or Major Incident Management Team.
Manages continuous improvement through ongoing collection of data and information regarding customer requirements.
Monitor and report on performance of IT systems and services.
Understand and respond to others' using active listening skills and tactful communication.
Communicate direction/resolution at an appropriate technical and business level for the audience using examples and analogies as appropriate to facilitate understanding.
Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.
Ensure customer satisfaction through follow-up and special efforts.
Resolve issues foll...
Job Classification: Computer User Support Specialists
Access our statewide or regional occupation report for more information about wages,
employment outlooks, skills, training programs, related occupations, and more.
Compensation
Salary: Not Provided
Job Requirements
Experience Required: See Job Summary
Education Required: NoneMinimum Age: N/A
Gender: N/A
Application Deadline: Open Until FilledJob Location: Salem
Date Posted: 07/12/2025Hours Worked Per Week: Not Provided
Shift: Not Provided
Duration of Job: Either Full or Part Time, more than 6 months
You may contact this employer directly.
(Obtain the contact information to print or add to your jobs.)
Job Summary:
Overview
Job Title: Senior Service Desk Agent
Cayuse Company: Cayuse Commercial Services
Location: Remote
Pay Rate: $23-$27 per hour
The Work
The Senior Service Desk Agent provides customer service solutions within service level agreements using company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to customers while maintaining effective communication.
This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.
Responsibilities
Key Responsibilities
Provides high-quality customer service to the client, for the efficient resolution of technology problems and requests.
Operates within established guidelines and procedures to independently deliver a full range of services to the customer.
Acts as the escalation point for client/customer calls to resolve difficult situations or issues.
Manage agents on duty and ensure contact volume are handled within Service Level Agreements.
Assist new employees with training through shadowing opportunities and explanation of work processes.
Act as a subject matter expert for supported products and processes.
Acts as the liaison between the Cayuse and Client management and assigned agents to ensure needs and requests are being communicated and met.
Review agent performance and provide feedback through guidance and counseling.
Provides complex and unique technical troubleshooting assistance, accurately assesses and records problems in the problem management tool.
Provides assistance and information to the customer in a prompt manner.
Provide day-to-day operational service and support for escalated matters.
Perform first-line troubleshooting for customers by taking ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions for escalated matters.
Mobile telephony and device support.
Video Conference Unit Troubleshooting.
IP Telephony setup and support.
Creation of end user accounts and setting permissions.
End user device management and support, including desktops, laptops, and PDAs.
Navigate using remote desktop tools to diagnose and troubleshoot desktop support related issues associated with Windows OS, Microsoft suite of applications, MacOS and Apple suite of applications.
Administration of ServiceNow IT Service Management System (for example Service Catalog updates and maintenance, workflow building and editing, custom application deployments and websites, troubleshooting application functionality and integrations).
Provide aid and technical support for the resolution of problems, incidents, issues, and emergencies including major incident management escalation to ITOC and/or Major Incident Management Team.
Manages continuous improvement through ongoing collection of data and information regarding customer requirements.
Monitor and report on performance of IT systems and services.
Understand and respond to others' using active listening skills and tactful communication.
Communicate direction/resolution at an appropriate technical and business level for the audience using examples and analogies as appropriate to facilitate understanding.
Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.
Ensure customer satisfaction through follow-up and special efforts.
Resolve issues foll...
Job Classification: Computer User Support Specialists
Access our statewide or regional occupation report for more information about wages,
employment outlooks, skills, training programs, related occupations, and more.
Compensation
Salary: Not Provided
Job Requirements
Experience Required: See Job Summary
Education Required: NoneMinimum Age: N/A
Gender: N/A
Job ID: 485130712
Originally Posted on: 7/14/2025
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