Service Desk Specialist
Job title: Service Desk Specialist in Saint Louis, MO at Spire
Company: Spire
Job description: By continuing to use and navigate this website, you are agreeing to the use of cookies.
Accept ClosePress Tab to Move to Skip to Content LinkSearch by keywordSearch by locationSearch by postal codeDistanceSearch by keywordSearch by locationSearch by postal codeDistanceSelect how often (in days) to receive an alert:Create Alert×Select how often (in days) to receive an alert:Service Desk SpecialistDate: Mar 5, 2025Location:Saint Louis, MO, US, 63101Company: Spire Inc.Company OverviewAt Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It's a simple idea, but one that's at the heart of everything we do. We are committed to understanding the needs of the homes and businesses we serve. That's why we're always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.And we find the best by hiring those who share our values of drive, safety, inclusion and integrity, and demonstrate our four essential behaviors that bring the Spire vision, mission and culture to life:
We make it happen: We are a company of go-getters, acting on every opportunity to help our company advance
We collaborate: We put teamwork first, bringing in everyone's ideas, because our collective energy makes us stronger
We seek out perspective: We challenge ourselves to be open to different ways of doing things, because learning from each other leads to breakthroughs
We care: We treat people how we want to be treated, listening closely and doing what's right, even when it's hard
By living our values and behaviors every day, we strive to create an environment where every employee feels welcome, respected and valued.SummarySpire is seeking a Smart Desk Specialist to work at our Smart Desk (Help Desk) answering phone calls and responding to chat messages and tickets entered into our Smart Desk ticketing system. This position provides Tier I support and customer service to end-users for all systems, applications, and hardware throughout the enterprise.Duties and Responsibilities
Responds to phone calls and chat messages to the Smart Desk, providing Tier I support and customer service to users on software and hardware related issues. Owns interactions from multiple channels and strives for first call/first inquiry resolution. Takes appropriate actions to reduce customer/caller effort
Records all reported user issues in the Smart Desk tracking software, and assigns to the appropriate group for resolution
Communicates planned and emergency Information Technology System maintenance and updates through postings on the company intranet, inSpire
Provides preliminary troubleshooting of PC hardware and software problems. Works with end users to analyze issues, review actions taken, and guide users through diagnostic procedures to resolve the issue
Collaborates with Tier II support to escalate complex user issues. Identifies opportunities for knowledge transfer to minimize future escalations
Coordinates with Technical Writers and 3rd party Smart Desk representatives to ensure documentation is accurate and up to date. Reviews and assists with testing of any new or updated training documentation as needed
Attends and participates in regular status meetings. Provides input for continuous improvement of knowledge base, escalation processes and user communication methods
Updates knowledge base and SharePoint site with resolutions and helpful hints
Provides back up for technical support services including room and workstation setups
All other duties as assigned
Essential Characteristics and Competencies
Ability to lead by example in support of the Company's essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual's unique skills and perspectives
Ability to adapt in a fast-moving and changing culture
Ability to work independently and manage time effectively to meet individual goals and deadlines
Ability to work as part of a team and display a positive attitude in a dynamic environment
Ability to remain patient, calm and effective in high-pressure situations
Ability to take initiative and do what needs to be done without being asked to do so
Desire to enhance personal knowledge and skillset with a continuous improvement mindset
Ability to respond positively to challenges and problems
Supervisory ResponsibilitiesN/ARequired Education (certifications, licenses)
Bachelor's degree in business or computer science preferred, or equivalent work experience
Required knowledge, skill and abilities
1-3 years' experience working in customer service or help desk environment
Knowledge of and ability to use Microsoft family of products, including Office, Windows Operating System, Microsoft Teams, SharePoint, SCCM, Visio, Project and various workstation software
Excellent customer service skills with the proven ability to build and establish a rapport with a diverse array of people
Knowledge of the basic operation of personal computers, tablets, and multi-function devices which include printing, copying, scanning and faxing functionality
Knowledge of Networking technology as it relates to solving basic connectivity problems
Strong customer service skills with solution-oriented mindset
Strong oral and written communication, interpersonal and organizational skills
Demonstrated reliability and efficiency in responding to calls and instant messages in a multi-channel environment
Ability to use software tools in the operation of a Help Desk environment
Physical demands, environment and schedule
Hybrid Remote/In Office environment
Work performed primarily during business hours, Monday-Friday, 7am-5pm with off-hours support rotation
Posting RequirementsSpire accepts online applications through our career site at jobs.spireenergy.comPosting requirements: The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity employer.We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual's race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.Job Req ID: 10878Job Location: St Louis
Job Segment: Help Desk, Information Technology, Testing, Developer, Sharepoint, Technology
Expected salary:
Location: Saint Louis, MO
Apply for the job now!
Apply Now
Company: Spire
Job description: By continuing to use and navigate this website, you are agreeing to the use of cookies.
Accept ClosePress Tab to Move to Skip to Content LinkSearch by keywordSearch by locationSearch by postal codeDistanceSearch by keywordSearch by locationSearch by postal codeDistanceSelect how often (in days) to receive an alert:Create Alert×Select how often (in days) to receive an alert:Service Desk SpecialistDate: Mar 5, 2025Location:Saint Louis, MO, US, 63101Company: Spire Inc.Company OverviewAt Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It's a simple idea, but one that's at the heart of everything we do. We are committed to understanding the needs of the homes and businesses we serve. That's why we're always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.And we find the best by hiring those who share our values of drive, safety, inclusion and integrity, and demonstrate our four essential behaviors that bring the Spire vision, mission and culture to life:
We make it happen: We are a company of go-getters, acting on every opportunity to help our company advance
We collaborate: We put teamwork first, bringing in everyone's ideas, because our collective energy makes us stronger
We seek out perspective: We challenge ourselves to be open to different ways of doing things, because learning from each other leads to breakthroughs
We care: We treat people how we want to be treated, listening closely and doing what's right, even when it's hard
By living our values and behaviors every day, we strive to create an environment where every employee feels welcome, respected and valued.SummarySpire is seeking a Smart Desk Specialist to work at our Smart Desk (Help Desk) answering phone calls and responding to chat messages and tickets entered into our Smart Desk ticketing system. This position provides Tier I support and customer service to end-users for all systems, applications, and hardware throughout the enterprise.Duties and Responsibilities
Responds to phone calls and chat messages to the Smart Desk, providing Tier I support and customer service to users on software and hardware related issues. Owns interactions from multiple channels and strives for first call/first inquiry resolution. Takes appropriate actions to reduce customer/caller effort
Records all reported user issues in the Smart Desk tracking software, and assigns to the appropriate group for resolution
Communicates planned and emergency Information Technology System maintenance and updates through postings on the company intranet, inSpire
Provides preliminary troubleshooting of PC hardware and software problems. Works with end users to analyze issues, review actions taken, and guide users through diagnostic procedures to resolve the issue
Collaborates with Tier II support to escalate complex user issues. Identifies opportunities for knowledge transfer to minimize future escalations
Coordinates with Technical Writers and 3rd party Smart Desk representatives to ensure documentation is accurate and up to date. Reviews and assists with testing of any new or updated training documentation as needed
Attends and participates in regular status meetings. Provides input for continuous improvement of knowledge base, escalation processes and user communication methods
Updates knowledge base and SharePoint site with resolutions and helpful hints
Provides back up for technical support services including room and workstation setups
All other duties as assigned
Essential Characteristics and Competencies
Ability to lead by example in support of the Company's essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual's unique skills and perspectives
Ability to adapt in a fast-moving and changing culture
Ability to work independently and manage time effectively to meet individual goals and deadlines
Ability to work as part of a team and display a positive attitude in a dynamic environment
Ability to remain patient, calm and effective in high-pressure situations
Ability to take initiative and do what needs to be done without being asked to do so
Desire to enhance personal knowledge and skillset with a continuous improvement mindset
Ability to respond positively to challenges and problems
Supervisory ResponsibilitiesN/ARequired Education (certifications, licenses)
Bachelor's degree in business or computer science preferred, or equivalent work experience
Required knowledge, skill and abilities
1-3 years' experience working in customer service or help desk environment
Knowledge of and ability to use Microsoft family of products, including Office, Windows Operating System, Microsoft Teams, SharePoint, SCCM, Visio, Project and various workstation software
Excellent customer service skills with the proven ability to build and establish a rapport with a diverse array of people
Knowledge of the basic operation of personal computers, tablets, and multi-function devices which include printing, copying, scanning and faxing functionality
Knowledge of Networking technology as it relates to solving basic connectivity problems
Strong customer service skills with solution-oriented mindset
Strong oral and written communication, interpersonal and organizational skills
Demonstrated reliability and efficiency in responding to calls and instant messages in a multi-channel environment
Ability to use software tools in the operation of a Help Desk environment
Physical demands, environment and schedule
Hybrid Remote/In Office environment
Work performed primarily during business hours, Monday-Friday, 7am-5pm with off-hours support rotation
Posting RequirementsSpire accepts online applications through our career site at jobs.spireenergy.comPosting requirements: The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity employer.We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual's race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.Job Req ID: 10878Job Location: St Louis
Job Segment: Help Desk, Information Technology, Testing, Developer, Sharepoint, Technology
Expected salary:
Location: Saint Louis, MO
Apply for the job now!
Apply Now