-Provides first contact technical support for hardware, software, procedures, password resets, etc. via the telephone, email, and/or the internet/intranet-Uses knowledge-base and documentation systems to troubleshoot, resolve, document, and/or research incidents-Follows and supports workforce management, service management, and incident handling procedures and philosophy to resolve business partner's problems-Quality Customer Service - Including Remarkable principles-Responsible for diagnosing and documenting customer's technical and "How To" problems and resolving, educating, escalating or assigning problems to appropriate area-Educates customer on how to avoid future related problems and may serve as customer's contact for status and/or customer concurrence of problem resolution-Demonstrates knowledge of procedures, processes, tools, and systems-Keeps abreast of technological changes pertinent to their job responsibilities (BB items, Outages, updates on procedures)-Adapts approach as the situation demands - Accepts and is supportive of changeIdentifies, resolves, escalates or assigns routine incidents with limited direction

Rollins is a global service company and parent company to Orkin. The Help Desk supports over 8000 employees in 400 locations across North America on proprietary and off the shelf software packages.• Analyze, troubleshoot and solve software, hardware and connectivity problems• Obtain 95% excellent ratings on customer surveys• Provide detailed documentation of issues in Remedy ticketing system• Resolve 70% of problems on the first call. Work closely with other team members and IT groups to bring timely resolution on more difficult issues• Integral member of the Knowledge Base team that successfully converted existing knowledge content from NOVO to Remedy

• Provided appointment scheduling for future clients generating 60% increase in clientele • Completed 50+ transactions during each shift, ensuring quality and efficiency of each order and payment• Ordered products for over 200 customers weekly• Demonstrated product knowledge by providing customers with prices, availability, and product uses• Provided ongoing customer support which resulted in one call resolution