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This is a Tier 1 IT Helpdesk Technician role supporting internal users, including high-level executives.· Troubleshooting and diagnosis of technical issues for users using proprietary applications.· Maintain objectivity in effective problem resolution.· Escalate problems to Level II and supervisor based on department operations and procedures as necessary.· Handle all incoming technical support problems using Remedy's ticketing system and other systems as required.· Follow all department procedures.· Weekend rotation and overtime potential.General Information:· 40% of calls are password resets.· Desk supports internal and external users.· The desk supports over 400 apps, but about 12 of them account for 80% of the calls regarding apps.· There is no quota regarding number of calls an agent must take, they are more focused on the quality of the call.· The desk takes about 1000 calls per day, 30-50 per person.· The average call is 6-7 minutes and the goal is to be on the phone for 70% of every hour.About TEKsystems:We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.TEKsystems is a equal opportunity employer and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law.
