Specialist, Service DeskAPPLY NOW
Position may also be located in Snoqualmie, WA
Service Desk Specialists are the single point of contact for T-Mobile employees in need of support for IT incidents and service requests. This includes 24x7 triage, classification, prioritization and escalation aligned to ITIL best practices for Incident Management and Request Fulfillment. Contacts are handled primarily via inbound phone support and supplemented with email and web options.
Enterprise Core Competencies
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
•Provide outstanding customer service
•Provide advice and training to users
•Maintain a problem and solutions log
•Emulate or reproduce technical problems encountered
•Triage, diagnose, escalate and resolve incidents
•Consult documents to implement solutions
•Translate customer-reported symptoms into technical terms
•Support and contribution to special projects as needed
•Contributions to Knowledge Management system
•Develop business and technical writing skills
•Minimum 1+ years Telecommunications and call center experience
•Minimum 1+ years previous Service Desk, Help Desk or Desktop Support experience supporting internal customers
•Associate degree (or higher) in a technical discipline, IT industry recognized certification (A+, Net+, MCP, HDI, ITIL) or significant relevant work history required
•Strong technical knowledge of desktop and laptop support
•Strong technical knowledge of networking fundamentals
•Strong technical knowledge of Active Directory
•Strong technical knowledge of Microsoft products, including Windows OS, Outlook, Exchange, Word, Excel, SharePoint & PowerPoint
•Type approximately 35 words per minute with accuracy.
•Ability to work in a fast paced, team based, customer service oriented environment. Possess strong verbal and written communication skills.
•Ability to identify and diagnose moderately complex IT problems and implement solutions rapidly and effectively
•Strong understanding of troubleshooting fundamentals Strong research skills
•Strong analytical skills
•Superior customer service skills
WE EVEN DO BENEFITS DIFFERENTLY.
Medical, dental, and vision are just the start. We also offer health pro consultants, flexible spending accounts, and more.
PAID R & R
Kick back with paid time off. We want you to have flexibility, convenience, and control over how you recharge.
IT'S ALL ABOUT YOU
We've ditched old-school performance reviews for a tailored approach to career health that includes training for better career and leadership skills.
SWEET COMPANY DISCOUNTS
Naturally, we offer steep discounts on our consumer rate plans and all the fantastic accessories we carry.
HELP WITH THE FAM
Kids rock. But child care, adoption, and surrogacy aren’t cheap. We offer programs that help reduce those burdens.
Options include a 401(k) plan, an annual Employee Stock Grant, and a purchase plan that gives you the chance to grab T-Mobile stock at a discount.
Other Available locations
ARE YOU A GOOD FIT FOR OUR TEAM?APPLY NOW
What's it like to work at T-Mobile?Find out
Current Senior Technician in Rowlett, TX
Laid back, easy going, very relaxed and opportunities for advancement and career enhancement if the individual applies him/herself. They INSIST on a healthy work-life balance. And the CEO is entertaining and has done amazing things for the company.
They really like to promote from within, which is great, if you're "in", but it can be incredibly difficult to get in. Pay can be a little on the low end of the scale, but benefits are great.
Advice to Management
Make sure that everyone on the teams are pulling their share of the weight; policies come out because of the intermittent 'bad apple'
"Fun, Exciting, Big Company"
Current Business Analyst in Bellevue, WA
There are many good reasons to work for T-Mobile. Discounted phone bill, discount towards accessories, and good benefits package to name a few. The company is growing and will soon be in the hunt for the top spot in the telecommunication world.
Just like other large corporate environments, its not what you know its who you know in order to advance your career further. Pay is fair could be better.
Advice to Management
Stop managing and be leaders! Listen to your employees, be proactive in identifying issues rather than ignoring them.
As America’s Un-carrier, T-Mobile US, Inc. (NYSE: “TMUS”) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company’s advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 58 million wireless subscribers and provides products and services through 70,000 points of distribution.
We Take Equal Opportunity Seriously - By Choice
T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.