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Desktop Support Representative Job

Eingestellt von Yoh

Gesuchte Skills: Support, Client

Projektbeschreibung

DESKTOP SUPPORT REPRESENTATIVE needed for a CONTRACT opportunity with Yoh's client located in Raleigh, NC.

TOP SKILLS SHOULD YOU POSSESS:

- Basic helpdesk support skills
- Problem resolution.
- Call tracking and reporting to ensure that problems are resolved within SLA parameters.

WHAT YOU'LL BE DOING:

- Candidate applies basic helpdesk support skills, company policies and procedures in a call center environment providing chat session, email, and inbound/outbound phone support.
- Incumbent must have a good understanding of the general/technical aspects of the job. He/she will work on assignments that are routine to moderately complex in nature and require basic problem resolution and independent judgment. Allocates own time efficiently and receives general instructions on all work.
- Target performance metrics of 1) 60-second average-speed-to-answer time, 2) 80 percent first call resolution rate, and 3) 95 percent answer rate.
- Single point of contact (SPOC) for feature/function and level one support problems.
- Problem resolution.
- Call tracking and reporting to ensure that problems are resolved within SLA parameters.
- End-to-end problem ownership.
- Provide moderator and operator assistance call services.
- Opens or takes ownership of trouble tickets from Remedy and resolves identified issues associated with Lync systems.
- Ticket escalation to appropriate customer organizations or business partners as directed.
- Updates on open tickets and status reporting on tickets until closure or reassignment.

WHAT YOU NEED TO BRING TO THE TABLE:

- High School Diploma or equivalent; may hold 2 year post-high school Degree (technical field).
- May hold entry level certification(s) in field of work.
- Typically, two to three (2-3) years of working experience in related fields.
- Candidates must have Microsoft Office products knowledge and troubleshooting skills, to include: Office 2003 - 2010, Outlook 2003- 2010 and any incident management ticket tool prior usage.
- Possesses the ability to successfully manage and prioritize concurrent task.
- Ability to communicate well (orally and in writing) and work with client's consumers/customers.
- Positive attitude and work ethic.
- Self-motivated.
- Ability to work well alone or within a team setting

WHAT ARE YOU WAITING FOR? APPLY NOW!

RECRUITER: Michael Calleri

Yoh, a DayTHIS ADDRESS IS EXCLUSIVELY FOR INDIVIDUALS WITH DISABILITIES REQUESTING APPLICATION ASSISTANCE.

J2W: INFOTECH

TAX TERM: CON_W2

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Ref:

Enterprise: IT & Telecom

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Yoh