Vacancy expired!
What You Will DoIn "real time", Help Desk Agents shall effectively handle service request and incident tickets.
- Help Desk Agents will:
- Operate on multiple computer applications to assist customer contact
- Contribute towards the achievement of providing exceptional customer service
- Demonstrate stamina to successfully complete incident tickets within established work hours
- Provide, accept and act on performance feedback from peers, business partners, leadership and customer survey results
- Focus on and demonstrate customer- centered goals and objectives
- Demonstrate willingness to learn and effectively apply new skills/techniques as customer expectations change
- Complete projects in established timeframes, as deemed necessary
- Maintain and recognize cultural differences/sensitivity
- Help Desk Agent shall fulfill the following expectations:
- Password resets / unlocks
- Application support
- Network/VPN connectivity
- End user hardware support
- Desktop software support
- Software Installs
- Telecommunication issues
- Status calls
- Client support
- Work at Home / Remote support
- Incident support
- Outage Information
- Proprietary application support
- New project support
- Local and Network printer support
- 3+ years of customer service experience, preferably in a call center environment with an Associate’s degree or equivalent from a two-year college in a related field
- Strong knowledge of Microsoft systems, software, and technologies
- Familiarity with ITIL process
- Knowledge of MS Office Suite
- Functional knowledge of: cloud technologies, web-based applications, Active Directory / RACF / RSA / LDAP software and technologies, various hardware, virtual private network /Firewall support, and PC Desktop Support
- Familiarity with Work at Home solutions
- Proficient in ServiceNow or other IT Service Management Platforms
- Empathetic customer service resource
- Exceptional customer-oriented capabilities with excellent communication skills – both written and verbal
- Responds quickly and resolves problems related to technology usage.
- Probes and uncovers customers’ underlying issues.
- Defines problems quickly and resolves the majority of issues within the specified timeframe.
- Can deliver “just-in-time” training over the phone.
- Actively shares knowledge and offers assistance to team members.
- Identifies and takes initiative to implement improvement opportunities.
- Associates degree or equivalent from a two-year college in related field, with a minimum of 1 year related experience.
Vacancy expired!