Vacancy expired!
At eXcell, we set you up for job success right from the start. Our precision recruiting process aligns the right fit for the right people. Our client is currently seeking a talented Level 1 IT Service Desk Support to join their team remotely. This opportunity is for three months with a possibility of extension and / or conversion to direct hire. This candidate is expected to work Monday through Friday, with a possibility to work evenings and weekends, 6am to 8pm EST slots (1st and 2nd shifts).Scope of Activity and Responsibilities:
- Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
- Provides timely resolution of problems or escalation on behalf of the client and ensures their satisfaction by phone, chat, and email
- Provides case status updates to management and end-users per service level guidelines
- Support and maintain effective relationships with users
- Develops, documents, and implements standard operating procedures and client service guidelines relating to remote IT support
- Provide support for PCs, laptops, printers, cell phones, and tablets etc.
- Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
- Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)
- Communicates with clients at all levels of technical and non-technical skills sets
- Follow all standard operating procedures (SOP) through the effective use of knowledge management
- Minimum 1 to 2+ years of related work experience preferably in an IT service desk / call center environment
- AA degree or technical training preferred or equivalent combination of education and experience
- Experience using ITSM Ticketing tools (e.g. ServiceNow, Remedy) to manage and track incidents preferred
- Certification in relevant IT products / technologies a plus
- Focus on providing exceptional customer service
- Able to communicate effectively in English both written and verbal with key stakeholders, leadership, partners, team members, other organizations, and customers
- Ability to type while in involved in a conversation, at least 30 WPM
- Sound understanding of customer support, operations, and processes with a desire and enthusiasm to serve customers
- Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
- Working knowledge of the Microsoft Office Suite including MS Outlook
- Active Directory and Exchange experience preferred
- Solid analytical / cognitive skills to troubleshoot complex and technical problems
- Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
- Demonstrated capability to achieve results under pressure in a fast-paced client-driven environment
Vacancy expired!