IT Service Desk Specialist
Job description
The IT Service Desk Specialist is the primary contact for all external offices regarding technical support issues. The goal is to support, educate and train decentralized office employees on applications and technology to diminish recurring future support requests and make each employee feel well supported and comfortable with technology.
The position provides technical assistance and support for requests and incidents focusing heavily upon computer systems, software, hardware (including mobile devices). This position requires the ability to provide a response in person, in writing, or over the phone while sitting at a desk for long period of time.
At UHM, we understand diversity comes in many different forms. It’s our commitment to improve inclusion in the workplace through programs and policies that establish a positive and inclusive environment where every Partner, regardless of their background, can grow and excel. We value diversity, educate on equity, and create inclusive partner opportunities to ensure that you know #UBelongAtUHM!
DUTIES & RESPONSIBILITIES
- Provides support through astute troubleshooting methodology
- Address a full range of customer needs, including troubleshooting, technical assistance, system usage support, password resets, etc.
- Document each customer interaction in the ticketing system in a clear, concise, and understandable format
- Train customers to facilitate the future state of self-service, utilizing technology
- Research and resolve customer calls that require follow-up
- Complies with documented processes and works towards meeting expected service levels
- Maintain accountability for incident prioritization and resolution
- Monitor assigned incidents to ensure adequate and timely resolution in accordance with service levels
- Respond to initial phone calls in a fast paced, help desk environment
- Provide insight and recommendations to improve efficiency and workflows
Skills mentioned
At Union Home Mortgage (UHM), the heart of what we do is a culture deeply rooted in putting people first. Since our inception in 1970, we have been dedicated to guiding aspiring homebuyers through the journey of achieving homeownership, driven by the steadfast belief that this dream should be accessible to everyone. This core conviction shapes every interaction and every decision we make. Our President and CEO, Bill Cosgrove, has championed a vision that has cultivated a world-class company where our team members are not just employees, but 'Partners'. This distinction is fundamental to our identity, reflecting a collaborative and respectful environment where everyone is valued and empowered. Our unique culture is built upon a 'Code of Conduct' that every Partner lives by. This isn't just a document; it's the framework for how we operate, emphasizing mutual respect, open communication, and holding each other accountable to the highest standards. We believe that by fostering such an environment, we can deliver a personalized mortgage experience that consistently exceeds expectations. Our commitment extends beyond simply processing loans; it's about building lasting relationships and ensuring that each customer feels supported and understood throughout the entire process. This dedication to world-class service and ethical practices has enabled us to expand our reach significantly, serving communities across 48 states and the District of Columbia, and growing our annual lending volume substantially. We are more than just a mortgage company; we are a community of professionals passionate about making a positive impact on people's lives by making homeownership a reality.
Apply for this job
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