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Help Desk Support Specialist
Eingestellt von CompuCom
Gesuchte Skills: Support, Citrix, Client
Projektbeschreibung
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.
Projektdetails
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Einsatzort:
Miami, Vereinigte Staaten
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Projektbeginn:
asap
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Projektdauer:
Keine Angabe
- Vertragsart:
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Berufserfahrung:
Keine Angabe
Geforderte Qualifikationen
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Kategorie:
IT Entwicklung, Sonstiges