We have a 6 month contract to hire position open for a Tier 1 & 2 Service Desk support role.
POSITION RESPONSIBILITIES AND DUTIES:
Receive and screen incoming requests from internal customers via telephone, email, chat or website, and properly identify services to be performed
Log, track, and resolve requests via ticketing system
Maintain or exceed Service Level Agreement to business customers
Provide consistent communication and follow up with customers to ensure proper levels of service
Analyze and resolve a high percentage of initial customer calls based on support provided instructions in an accurate and timely manner
Determine customer needs and evaluate request against standard Company policies and procedures
Identify and document problems potentially requiring on-site support
Timely escalate issues to other teams as necessary with proper handoff to ensure customer receives the best support
Setup, configure, and deploy personal computer hardware and software and maintain and document computer and software assets
Complete other responsibilities as assigned
OBJECTIVES OR GOALS TO MEASURE PERFORMANCE
Adherence to IT and other Company policies and procedures
Adherence to established Service Level Agreements
Thoroughly evaluating all options prior to escalation
Accurate documentation of work performed
Timeliness in responding to system and training needs
Proper functioning of all equipment, software, and LAN/WAN components consistent with Company and user requirements
Improve First Contact Resolution rate
Develop user proficiency and user satisfaction
Foster personal growth and education
Increase proficiency in knowledge of Company’s operating systems and computer applications
Positive team attitude
Customer/Client satisfaction
MINIMUM SKILLS OR EXPERIENCE REQUIREMENTS
3+ years’ experience providing support in an Enterprise/Corporate environment
Associates or BS degree in any discipline and/or Microsoft and/or CompTIA certifications preferred
Strong software troubleshooting skills and prior experience with Freshservice or equivalent ticketing systems
Desktop and Laptop hardware familiarity (Lenovo a plus)
Experience with Windows 10 and MS Office 2010 support & troubleshooting
Microsoft O365 support experience
Microsoft Azure support experience
Printer and general application support, installation & troubleshooting
Basic Active Directory knowledge, password resets & group memberships
Basic understanding of networking technologies: TCP/IP, LAN/WAN, DNS
Knowledge of Remote Control/Remote Access tools and methodologies
Detail oriented, strong problem-solving skills, and capable of working with minimal supervision
Ability to work independently and as a team member within established policies and procedures
Capable of working in a fast paced, dynamic environment with the ability to learn and adapt quickly
Ability to work with aggressive timelines and targets
Flexibility to adjust schedule based on workload and the requirements of a geographically distributed environment
Ability to multitask efficiently; plan, organize, and prioritize tasks and activities
Ability to fully identify and confirm expectations, accept responsibility of assigned requests
Ability to communicate timely, effectively, and clearly to the appropriate audience
Ability to provide timely communication of status; identify possible conflicts or delays; develop alternative actions to ensure work is timely and complete
Ability to maintain responsibility while communicating status, until the customers receives their expected result or communicates to the customer the transfer of accountability to another individual
Excellent English verbal, listening, and written communication skills
Professional phone etiquette; able to handle/defuse angry customers
