Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.High School Diploma, GED or equivalent education required.
May perform other job duties as directed by Employee's Leaders. Must be able to meet any physical ability requirements listed on this description. Communicate to the Team shift left findings. Analyze incident trends focusing on Shift Left opportunities for the Customers.Consequences of error carry moderate risk to the organization.Develop and document solutions to moderately complex technical issues.Accurately document the work performed for the Customer in the service management tool.Analyze the impact and urgency of the Customer's issue or request and facilitate implementation of the appropriate solutions.May require some assistance to complete the work requested from the Customer.Works all inbound support channels and provides a single point of contact for any technical issue, request or question that comes from the Customer.They represent the Customer during critical system outages and ensure the Customer's technical issue is fully resolved. During critical system outages Service Desk Specialists provide Management and the Situation Team with business impact information necessary to make decisions. Service Desk Specialists troubleshoot and resolve moderately complex software/ hardware problems. Under general supervision, at a 24/7 Service Desk environment, Service Desk Specialists provide a single point of contact for all Customers with Technical issues/request/questions. Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer. Southwest will provide a stable work environment with equal opportunity for learning and personal growth.
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