It service desk engineer call distribution support

IT Service Desk Engineer – Automated Call Distribution (ACD) & VIP Support Batavia, Illinois Hybrid

Experience :- 1+ Year

Vacancy :- 1

Location :- Batavia, Illinois, USA

Salary :- Negotiable

Job Type :- Hybrid

Employment Type: Full-Time | On-site with Hybrid Flexibility
Reports To: Service Desk Manager / IT Operations Lead
Position Summary:
The IT Service Desk Engineer – ACD & VIP Support is responsible for delivering high-quality,
customer-focused technical support to end users through a managed Automated Call
Distribution (ACD) system. This role involves administering and operating ACD functionalities,
handling incidents and service requests, managing task workflows, and providing dedicated VIP
support. The engineer will work closely with ’s Cybersecurity, Service Management, and IT
Operations teams to ensure compliance, efficiency, and superior user experience.
Key Responsibilities:
1. Automated Call Distribution (ACD) System Management

• Manage and operate an ACD system that meets ’s performance, security, and uptime

requirements, as approved by Cybersecurity.

• Support and maintain system components including:

o IVR (Interactive Voice Response): Enable self-service options to reduce call
volumes and improve resolution efficiency.
o Queue Management: Configure personalized greetings, messages, overflow
handling, and queue prioritization for different departments.
o Call Recording & Monitoring: Support quality assurance, performance
evaluation, and agent training initiatives.
o Real-time Reporting & Analytics: Provide dashboards and insights into call
volume, wait times, agent performance, and customer satisfaction.
o Historical Reporting: Analyze call patterns, identify peak times, and
recommend staffing or process improvements.
o Ensure high system availability and uptime to minimize operational
disruptions.

• Implement and manage advanced ACD features such as:

o Automatic Callback: Offer callers the option to receive callbacks instead of
waiting on hold.
o Call Barging and Whisper Coaching: Enable supervisors to monitor and coach
live calls to enhance agent performance and customer experience.
2. Task Management & Incident Resolution

• Complete incidents, service requests, and problem tickets in alignment with ’s ITSM

processes.

• Develop and maintain Knowledge Base articles, best practices, and troubleshooting

scripts to increase first-call resolution rates.

• Continuously update ’s knowledge repository with known issue resolutions,

workarounds, and process improvements.

• Provide basic cybersecurity support as directed by , including phishing response and

MFA credential assistance.

• Process end-user requests for hardware, accounts, certificates, and other resources,

ensuring a smooth onboarding experience.

• Collaborate with service management teams to enhance process efficiency,

communication, and incident handling between internal and external stakeholders.

• Assist users with access to resources on non- devices while adhering to security

guidelines.

• Manage the loaner device program, including check-in/out, tracking, and end-user

coordination to ensure productivity continuity.

• Participate in short-term, project-based rollouts as assigned.
• Stay current with emerging Service Desk technologies and recommend tools or

methods to enhance operational performance.
3. VIP Support Services

• Provide dedicated 24x7 VIP support to -identified users, ensuring rapid response and

personalized service.

• Respond to VIP tickets within established Service Level Agreements (SLAs).
• Follow defined VIP support procedures, ensuring high-quality interaction,

confidentiality, and professionalism.

• Maintain strong communication and rapport with VIP users to ensure satisfaction and

continuity of service.
Mandatory Skills & Qualifications:

• Minimum 1 year of Service Desk experience in an enterprise or government

environment.

• Hands-on experience managing or supporting Automated Call Distribution (ACD)

systems and Virtual Call Center (VCC) tools.

• Strong understanding of ITIL/ITSM processes and familiarity with tools such as

ServiceNow, Remedy, or Jira Service Management.

• Proven ability to provide exceptional customer support via phone, web, and chat

channels.

• Experience with call routing, queue management, and IVR systems.
• Basic knowledge of cybersecurity awareness, including phishing prevention and MFA

administration.

• Excellent documentation, communication, and analytical skills.
• Ability to multitask, prioritize, and work effectively under pressure.

Preferred Skills and Certifications:

• ITIL v4 Foundation Certification or equivalent.
• CompTIA A+ / Network+ / Security+ certifications.
• Microsoft Certified: Modern Desktop Administrator Associate or equivalent.
• Experience with platforms such as Cisco UCCX, Genesys, Avaya, or Five9 for ACD/IVR

management.

• Exposure to Power BI or similar tools for reporting and analytics.

Work Environment:

• On-site at during designated business hours, with availability for after-hours VIP

support as required.

• Collaborative environment involving Service Desk, Cybersecurity, and IT operations

teams.

• Requires professionalism, confidentiality, and adherence to ’s security and compliance

policies.
Key Attributes for Success:

• Strong customer service mindset with attention to detail.
• Proactive problem solver with strong communication and collaboration skills.
• Technically adept and adaptable to new systems and tools.
• Dependable, punctual, and capable of working in a fast-paced, high-visibility

environment.

Email Us: [email protected] .Only qualified applicants will be contacted.