Help Desk Technician
JOB DETAILS
JOB BODY
Our client is looking for a Help Desk technician for a Fortune 500 company IT firm on the highway 50 corridor. This individual should have 3 to 5 years experience and enterprise wide- level Help Desk background. This will be a long term contract.
JOB SUMMARY:
Provide enterprise-wide, first-level phone support to internal employees for related problems and requests for service. Provide quality customer support with a high degree of customer service, technical expertise and timeliness.
JOB DUTIES/RESPONSIBILITIES:
Receive, log, classify and process problem/trouble calls reported to the Solution Centre.
- Identify, diagnose and resolve user problems or escalate problems to Tier 2/Tier3 support for resolution. Acting as the customer advocate.
- Ability to execute and coordinate escalation and notification procedures for all problems types reported. This includes but not limited to, the crafting and sending of paging, email service alerts.
- Ability to resolve approximately 76% of all problem calls.
- Provide customers with timely follow-up status on reported issues as required.
Provide needed training and assistance to business customers, assisting them with problem identification, escalation and resolution.
- Identify departmental training needs.
Provide detailed event/problem summary reports as required.
- Represent department in user acceptance testing planning and testing activities. Assist with the coordinate departmental needs/activities, implementing new application, and departmental processes as required.
- Assist Solution Centre management with daily departmental activities and special projects as required.
- Minimum 1 year of help desk experience, working in a technical service center environment.
- Must be familiar with problem tracking systems and possess ability to work in a fast paced environment while being a team player.
- Minimum 1 years of experience in specific technical areas including PC hardware, Win 2000/NT/XP Outlook/Exchange.
- Minimum 1 year of experience in TCP/IP, Internet, and networks plus 6 months experience in remote access.
- Minimum 1 year of experience in customer service and communication skills.
- Must have excellent written and verbal communication skills.
- Excellent organizational skills.
- Ability to work flexible work schedules.
- Problem solving and technical writing skills.
- Strong knowledge of relevant operation systems, applications and/or languages preferred.
JOB SUMMARY:
Provide enterprise-wide, first-level phone support to internal employees for related problems and requests for service. Provide quality customer support with a high degree of customer service, technical expertise and timeliness.
JOB DUTIES/RESPONSIBILITIES:
Receive, log, classify and process problem/trouble calls reported to the Solution Centre.
- Identify, diagnose and resolve user problems or escalate problems to Tier 2/Tier3 support for resolution. Acting as the customer advocate.
- Ability to execute and coordinate escalation and notification procedures for all problems types reported. This includes but not limited to, the crafting and sending of paging, email service alerts.
- Ability to resolve approximately 76% of all problem calls.
- Provide customers with timely follow-up status on reported issues as required.
Provide needed training and assistance to business customers, assisting them with problem identification, escalation and resolution.
- Identify departmental training needs.
Provide detailed event/problem summary reports as required.
- Represent department in user acceptance testing planning and testing activities. Assist with the coordinate departmental needs/activities, implementing new application, and departmental processes as required.
- Assist Solution Centre management with daily departmental activities and special projects as required.
- Minimum 1 year of help desk experience, working in a technical service center environment.
- Must be familiar with problem tracking systems and possess ability to work in a fast paced environment while being a team player.
- Minimum 1 years of experience in specific technical areas including PC hardware, Win 2000/NT/XP Outlook/Exchange.
- Minimum 1 year of experience in TCP/IP, Internet, and networks plus 6 months experience in remote access.
- Minimum 1 year of experience in customer service and communication skills.
- Must have excellent written and verbal communication skills.
- Excellent organizational skills.
- Ability to work flexible work schedules.
- Problem solving and technical writing skills.
- Strong knowledge of relevant operation systems, applications and/or languages preferred.
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