Service Desk Agent

About Diversified
Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world's most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back.

What To Expect
At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job. We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you.

As a Diversified associate, you'll dive headfirst into big, complex, and rewarding projects that push the boundaries of what's possible. Plus, you'll enjoy a flexible work environment, competitive compensation and benefits, and a culture that celebrates diversity and inclusion.

IF YOU CAN DREAM IT, YOU CAN DO IT AT DIVERSIFIED.
Job Summary
The Service Desk Agent - Tier 1 is responsible for handling all client interactions through our ticketing system, making sure to document every step of the process from start to finish. This includes performing initial triage and troubleshooting of the issue and deciding whether the issue needs to be assigned to the Tier II team or if a technician needs to be dispatched to the site.

Primary Duties And Responsibilities

• Receive and track service requests from clients via phone, email, chat, Customer Portal, or automated ticket alerts.
• Make outbound calls for proactive monitoring of tickets.
• Complete Tier 1 level troubleshooting with internal and external clients.
• Work with team members as needed to ensure proper ticket entitlement/coverage.
• Provide remote white glove support for client meetings/events as required.
• Adhere to all departmental and company-wide guidelines, practices, policies, and procedures.
• Log and track issues using incident/problem management database (ConnectWise) with accurate, up to date information.
• Work with NOC Tier 2 Agents, Field Technicians, subcontractors, and clients to maintain communication on open service tickets.
• Maintain tickets; update and follow-up with internal and external clients/personnel within the required contractual SLA timeframe.
• Review open tickets to ensure timely resolution.
• Provide updates to clients on any changes to their service ticket.
• Communicate with prospective clients and refer them to Sales as needed.
• Determine when an issue requires escalation to a higher-level support member or management.

Complexity
Handle multiple issues and prioritize which issue resolution demands priority while balancing quality and service delivery to clients.

Decision Making Authority
Accountable for identifying issues that need to be escalated to Tier 2, Management, or another internal party who can resolve.

Education/Certifications
Job Qualifications:

• High School Diploma or Graduation
• ITIL V4Foundation
• Avixa CTS Certification (preferred)

Required Knowledge, Experience And Skills

• At least one-year related customer service industry experience; or equivalent combination of education and experience.
• Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to transcribe onsite reports from technicians.
• Ability to interpret a variety of instructions furnished in written or oral form.
• Ability to solve problems and deal with variables in situations where limited standardization exists.
• Ability to provide an excellent customer experience to clients.
• Open to feedback and direction
• Accountable, reliable and takes ownership.
• Proficient with Microsoft Office Suite.
• Exceptional interpersonal & communication skills.
• Strong attention to detail.
• Ability to quickly switch between tasks and work under pressure with excellent results.
• Ability to work both independently and within a team.
• Excellent organizational skills & ability to maintain accurate records
• Ability to work in stressful situations.
• Ability to meet deadlines.

Desired Knowledge, Experience And Skills

• Experience with audio-visual, corporate video, and/or IT related systems.
• Experience with ticketing systems (ConnectWise, Salesforce, Service Now, Remedy, Zendesk, etc.)
• Experience with ERP and/or CRM applications.

What We Offer
Along with competitive compensation, you will be eligible for the following benefits:

• Multiple medical plan for self and family
• Company paid Basic Life, AD&D, Short-Term and Long-Term Disability Insurance, and Employee Assistance Plan (EAP)
• Paid Time Off and Paid Holidays
• Commuter & Shift Benefits (US / APAC shifts)

To learn more about becoming part of the Diversified team, visit us at or email us at

Diversified is an equal opportunity employer committed to fostering an inclusive and diverse workplace. All aspects of employment will be based on job requirements, individual qualifications, merit, performance, and business need.

We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.

We believe in fair and equitable hiring practices and strive to create an environment where all individuals feel valued and empowered.