Work experience: more than 12 months
- field incoming help requests from end users via both telephone and work orders in a courteous manner
- document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
- build rapport and elicit problem details from help desk customers
- prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
- record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
other skills:
- ability to advise and to present to one or more customer staff.
- monitor and control daily service call activity, utilization, inventory levels and service levels.
- exceptional customer service
- advanced knowledge in customer service aptitude
- resolving technical problems with hardware, software and connectivity.
- troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve
- participate in the configuration and support of internal systems.
- ability to work effectively with logistics
- adherence to assigned schedule
- adhering to documented policies, procedures and processes for nsc that are specific to the service.
- clear and concise documentation of all customer interaction within appropriate crm tool.
- able to function in a team environment
- maintain knowledge levels as industry enhancements occur
- support installation and implementation of connectivity and high-end systems products
- continuous improvement of service
sound knowledge of:
- advanced knowledge in computer hardware
- advanced knowledge in microsoft operating system
- proficient knowledge in printer hardware
- proficient knowledge in configuring and troubleshooting networking, wireless and vpn features of end-user devices
- proficient knowledge in ticketing software
- pc\laptop hardware
- pc\laptop peripherals, including printers
- mobile devices
awareness of;
- active directory
- exchange
- apple os
- network and server hardware and components
it qualifications may include:
- a+ certification; baseline oem certifications which include any of the following, depending on assignment: dell desktop/laptop, hp desktop/laptop/printer, lenovo desktop/laptop, lexmark printer, ibm printer, server +
- pc\laptop oem maintenance certification
- comptia a+ certification
- microsoft certified it professional (mcitp) certification in desktop area
- microsoft office specialist (mos) certification
pay: $80,000.00 - $100,000.00 per year