Service desk

Job Description

The support team will be responsible for assisting users with login and access issues, specifically those related to the new passcode-based authentication method. Agents will guide users through the updated Duo process, troubleshoot common access problems, and escalate unresolved or complex issues to Tier 2 support as appropriate. All support will be delivered via inbound phone and ticket channels, and agents will be trained to follow United Airlines' standard operating procedures and knowledge base documentation. The team will align with United Airlines' established workflows, escalation paths, and performance expectations. The team will be accountable for meeting the key performance indicators (KPIs) defined by United Airlines. These KPIs may include: Average Speed to Answer (ASA), First Call Resolution (FCR), Average Handle Time (AHT), Escalation Rate to Tier 2, Customer Satisfaction (CSAT) Score.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

2-3 years of experience in a Tier 1 helpdesk/desktop support role

Experience with ServiceNow ticketing system

Experience with troubleshooting desktop, laptop, mobile operating systems

Strong communication and customer service skills

Strong written communication skills