Lead Service Desk Representative | Southwest Airlines, Dallas

Website Southwest Airlines

If You are Looking for Jobs in Dallas, Check out this Lead Service Desk Representative Job vacancy in Dallas.
We are committed to providing our Employees a stable work environment with equal opportunities for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

We are committed to providing our Employees a stable work environment with equal opportunities for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

Your Duties And Responsibilities as a Lead Service Desk Representative

  • Work all inbound support channels (calls and chats) and provide a single point of contact for any technical issue, request, or question that comes from the Customer
  • Analyze simple to complex issues and determine the appropriate technical area or vendor to resolve problems
  • Maintain written documentation for each call; escalate complex problems to the next level of support as required by documented procedures; communicate efficiently and effectively with Customers
  • Display empathy and hospitality to callers’ needs and situations
  • Use and update knowledge management activities  to resolve issues
  • Meet individual and Service Desk metrics

Who Can Apply For This Position 

  • Ability to work all support channels while providing effective Customer Service
  • Ability to provide mentorship to the Team within a specific technology area or across multiple technology areas
  • Ability to perform accurate problem diagnosis and resolve medium to highly complex IT problems rapidly and effectively
  • Ability to work any Service Desk shift (7x24x365)/Shifts bids occur multiple times per year
Job Details  
Company Name : Southwest Airlines
Location : Dallas, Texas, United States of America
Job Type : Full-Time


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