Golden Five Consulting · 2 months ago
IT Service Desk Engineer – Automated Call Distribution (ACD) & VIP Support Batavia, Illinois Hybrid
Batavia, IL
Full-time
Hybrid
Entry Level
1+ years expGolden Five Consulting is seeking an IT Service Desk Engineer specializing in Automated Call Distribution (ACD) and VIP support. The role involves delivering high-quality technical support, managing ACD functionalities, and providing dedicated support to VIP users while ensuring compliance and efficiency.
Business IntelligenceCloud Data ServicesInfrastructure
Responsibilities
Automated Call Distribution (ACD) System Management
Manage and operate an ACD system that meets ’s performance, security, and uptime requirements, as approved by Cybersecurity
Support and maintain system components including:
IVR (Interactive Voice Response): Enable self-service options to reduce call volumes and improve resolution efficiency
Queue Management: Configure personalized greetings, messages, overflow handling, and queue prioritization for different departments
Call Recording & Monitoring: Support quality assurance, performance evaluation, and agent training initiatives
Real-time Reporting & Analytics: Provide dashboards and insights into call volume, wait times, agent performance, and customer satisfaction
Historical Reporting: Analyze call patterns, identify peak times, and recommend staffing or process improvements
Ensure high system availability and uptime to minimize operational disruptions
Implement and manage advanced ACD features such as:
Automatic Callback: Offer callers the option to receive callbacks instead of waiting on hold
Call Barging and Whisper Coaching: Enable supervisors to monitor and coach live calls to enhance agent performance and customer experience
Task Management & Incident Resolution
Complete incidents, service requests, and problem tickets in alignment with ’s ITSM processes
Develop and maintain Knowledge Base articles, best practices, and troubleshooting scripts to increase first-call resolution rates
Continuously update ’s knowledge repository with known issue resolutions, workarounds, and process improvements
Provide basic cybersecurity support as directed by , including phishing response and MFA credential assistance
Process end-user requests for hardware, accounts, certificates, and other resources, ensuring a smooth onboarding experience
Collaborate with service management teams to enhance process efficiency, communication, and incident handling between internal and external stakeholders
Assist users with access to resources on non- devices while adhering to security guidelines
Manage the loaner device program, including check-in/out, tracking, and end-user coordination to ensure productivity continuity
Participate in short-term, project-based rollouts as assigned
Stay current with emerging Service Desk technologies and recommend tools or methods to enhance operational performance
VIP Support Services
Provide dedicated 24x7 VIP support to -identified users, ensuring rapid response and personalized service
Respond to VIP tickets within established Service Level Agreements (SLAs)
Follow defined VIP support procedures, ensuring high-quality interaction, confidentiality, and professionalism
Maintain strong communication and rapport with VIP users to ensure satisfaction and continuity of service
Qualification
Required
Minimum 1 year of Service Desk experience in an enterprise or government environment
Hands-on experience managing or supporting Automated Call Distribution (ACD) systems and Virtual Call Center (VCC) tools
Strong understanding of ITIL/ITSM processes and familiarity with tools such as ServiceNow, Remedy, or Jira Service Management
Proven ability to provide exceptional customer support via phone, web, and chat channels
Experience with call routing, queue management, and IVR systems
Basic knowledge of cybersecurity awareness, including phishing prevention and MFA administration
Excellent documentation, communication, and analytical skills
Ability to multitask, prioritize, and work effectively under pressure
Preferred
ITIL v4 Foundation Certification or equivalent
CompTIA A+ / Network+ / Security+ certifications
Microsoft Certified: Modern Desktop Administrator Associate or equivalent
Experience with platforms such as Cisco UCCX, Genesys, Avaya, or Five9 for ACD/IVR management
Exposure to Power BI or similar tools for reporting and analytics
Company
Golden Five Consulting
Golden Five Consulting aims at business intelligence, website development, cloud, enterprise application and infrastructure services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Prabhat Nigam
Global Chief Technology Officer
Company data provided by crunchbase