14 days old
2018-01-082018-02-05
  • Job Code
    594906

Description:


The Service Desk strives to resolve 70% of all calls on the first call without escalation by utilizing excellent customer service and investigative skills, strong technical skills, a diverse Knowledge base, and a wide range of tools.


ROLES AND RESPONSIBILITIES:


Provide basic technical support to Clients by troubleshooting all information technology issues, including software, hardware, and networking.


Support all customer types including external customers, internal users, and internal support staff.


Access knowledge data base and frequently asked questions resources to aid in issue resolution.


Accurately log each call into our HPSM tracking system.


Consult with end users to establish incident resolution expectations and timeframes.


Escalate issues to higher level technical support professionals when necessary.


Notify the Command Center of high impacting issues.


Work in a team setting, sharing information with others when necessary.


Self manage effective use of time including logging into Avaya phone system, properly utilizing aux codes, and accurately recording work time in Kronos.


Adhere to policies, methods, and procedures required by the Service Desk function.


Utilize company resources to increase knowledge in the organization's custom business applications, processes, software and technologies used.


QUALIFICATIONS AND REQUIREMENTS -


EXPERIENCE:


1 - 3 years general IT experience


1 - 3 years technical service/help desk experience


1 - 3 years of customer service experience.


Excellent communication skills.


Entry level support knowledge of at least 50 percent of the organization's applications, technologies and operating systems. Including web based ordering, mobile apps, Win 7, O365, Business Analytics, access management, Internet Explorer, Chrome, mainframe (Tandem, IBM, AS400).


Entry level knowledge of Incident Management processes


The ability to work in a team environment and commit to a flexible work schedule.


EDUCATION:


High School Diploma or equivalent required


Bachelor's degree preferred


Certifications: ITIL Foundations certification preferred

Categories

  • Information Technology

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Client Support

Randstad Technologies
Tempe, AZ 85283

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Tempe, AZ
US

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