Help Desk Support Specialist

Our client is one of the world's largest financial services seeking a Support Specialist to be responsible for data entry, incident management, troubleshooting various ad hoc requests, representing call center on IT bridges, and helping to define new internal processes.

The successful candidate will have a technical background (understands how a call center works from a technical perspective) and proficiency with Excel (ie formulas, v-look up, pivot tables). Must be able to navigate in Windows 7. In addition, candidates must have schedule flexibility

JOB SCOPE

- Respond to inbound Level 1 help desk calls based on established escalation procedures.
- Evaluate the nature of each call and determine the appropriate action to complete the call.
- Answer general help desk questions from internal customers and serve as escalation point for more complex issues.
- Create new documentation after discovering a new resolution to a problem and update existing documentation when discovering new or additional information.
- Implement established procedures to maintain required service levels and achievement of other help desk goals.
- Respond to supervisory and managerial requests for information regarding Real Time conditions.
- Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
- Update and maintain issues in appropriate databases and document cases to show action taken.
- Utilize technical resources to research problems and come to resolution.
- Identify trends and alert management of any unusual conditions using the standard Help Desk reporting tools.
- Consult with technical support team, technical documents and other resources in order to find solutions to unresolved technical problems.

REQUIREMENTS

- Typically requires a minimum of 4-6 years' experience in a customer service or help desk environment
- Microsoft Excel skills
- Solid PC skills in a Windows environment
- Change management and incident management experience
- Must possess a clear speaking voice and strong verbal communication skills
- Ability to multi-task and make decisions quickly based on the customer's needs
- Ability to handle difficult calls in a professional manner
- Requires accuracy and attention to details
- Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis
- Advanced knowledge of multiple technical issues
- Ability to work as part of a team

NICE TO HAVE

- Any experience with VDI or Citrix environments from a support aspect a plus
- Some coursework in computer science or information technology preferred
- Call center background preferred

1 year duration from start date with possibility to extend or convert.