Service Desk Clerk
Amentum
Employer Active
Posted 8 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Receive, interpret, and document requests for maintenance, service, and construction activities via phone calls, walk-ins, and emails.
Document each call and issue work order/service tickets in GMMS (Global Maintenance Management System) or Maximo.
Process, track, and manage data in GMMS to include tracking open service tickets and generating reports.
Dispatch personnel by phone, email, or radio, as needed.
Prioritize calls - emergencies, urgent, or routine - and direct an appropriate response.
Understand the contract scope of work (SOW) to document and refer work outside the contract SOW to the Operations Manager for guidance.
Perform and document 100% customer call back to ensure satisfactory resolution of work tickets.
Perform operator-level preventive maintenance on desktop computer workstation.
Knowledge of the Amentum rules and regulations as they apply to Service Desk operations, capability to work with a team, ability to work with Service Desk customers effectively and politely as well as handle emergency situations effectively.
Perform additional duties and projects assigned.
Desired Candidate Profile
Minimum Acceptable Experience Level: One (1) years service desk experience and customer service support.
Knowledge, Skills, and Abilities:
- Excellent interpersonal and communication skills.
- Proficiency in Microsoft Professional software with MS Word, PowerPoint, Access, and Internet Explorer.
- Ability to fully understand and operate GMMS and Maximo.
- Advanced level Microsoft Excel and Outlook skills.
- Ability to accurately discern customer requests and/or concerns as well as efficiently and accurately route to the appropriate department and urgency.
- An ability to provide effective customer service skills when responding to customers in person, via phone and email resulting in positive feedback.
- The ability to work in a fast-paced environment requires handling multiple tasks at a given time and rapidly adapting to changing priorities and schedules.
- Cross-cultural sensitivity with an international perspective.
- Excellent organizational and time management skills.
- Ability to become an active and functioning member of a team.
- Must have the ability to be innovative and be an agent for change.
- Education: A high school diploma or GED.
- Passport and Certifications: As part of pre-contingency requirements, by the time the visa process starts, candidates must possess a valid passport with a minimum of 18 months remaining to expiration date with 8 blank pages.
- Security Vetting: Already possess a US Government issued security clearance or Moderate Risk Public Trust (MRPT) or be able to obtain a favorable MRPT certification or US Government clearance prior to being hired is required for the position. Must maintain eligibility at the required certification or clearance level for the duration of the contract.
- Language Skills: Satisfactory English proficiency to meet job requirements and to adhere and comply with safety, health, and security measures.
- Medical: Successfully complete and pass the medical and dental examinations as required by Amentum and our customer for deployment to Iraq. Must maintain physical and dental requirements for duration of deployment.
Company Industry
- Defence
- Military
- Government
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Service Desk Clerk
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Amentum
The Service Desk Clerk will be based at one of Amentum sites in Iraq and serve the Operations and Maintenance Support Services (OMSS) in support of the U.S. Department of State. This position will be responsible for accepting service calls from customers - 24 hours a day, 365 days a year through assigned shift work and will report to the Site Services Manager. The duties and responsibilities listed below are representative of the nature and level of work assigned and are not necessarily all inclusive.