Vacancy expired!
- Log all requests in HP Service Anywhere (solutions center call tracking software). This includes all incoming ACD calls, direct calls, e-mails, voice mails, chat, walk-ins and any other solutions center interaction.
- Provide accurate and thorough solutions to end user interactions. Escalate or transfer incidents when appropriate.
- Provides information to end-user regarding the status of their incidents or requests.
- Troubleshoot PC hardware and software problems; software installations and upgrades; provide first line support for applications, network, server, and security.
- Research, resolve, and respond to questions received in accordance with set policies and procedures.
- Continuous development of communication skills, problem solving techniques, and the creation of more efficient support methods.
- Assist in the population and maintenance of the online knowledge base.
- Attempt proactive resolution of end user and IS support issues to maintain a high level of visibility within the end user community.
- Participate in team projects that enhance the quality of the solutions center service level, and promote technical and career growth.
- Detection and communication of possible problems and the assignment of them to the Problem Management team for them to raise problem records.
- Coordinate incident resolution and service request completion with various workgroups
- Communicates with the end-user to gain agreement that the incident or service request has been completed and closes the record.
- Have the ability to handle many calls for long periods
- Have the ability to provide consistent, positive customer service
- Identifies customer needs, manages expectations, and defines appropriate next steps.
- Proactively solves customer problems
- Have a broad range of technical knowledge including a combination of several of the following: Microsoft Windows 8/7, Microsoft Office 2013/2010 (Outlook, Word, Excel, Access, PowerPoint), Microsoft Internet Explorer, Google Chrome and Safari, Microsoft Lync, Adobe Acrobat or Foxit Reader, Citrix, Cisco VPN Client, iOS/Android devices, SCCM, HP Service Manager
Vacancy expired!