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Updated: 2023-09-12
Hep Desk Support
Bloomington, IL, USA
- Published 4 years ago
- English
- Expected start date: ASAP
Assignment Details
Job Summary:
If you are seeking a new opportunity, looking to grow in your career, or you know someone who is - we want to hear from you!
Responsibilities:
- Candidate needs to be very articulate, sharp and energetic. Must be able to pay attention to detail and the ability to follow processes and procedures. Experience with using a knowledge database to resolve issues will be extremely useful.
- Take incoming Desktop Hardware and Software support calls for end users
- Majority of calls will be password resets, network and wireless connectivity issues, issues with Outlook, MS Office and proprietary applications.
- Call should be kept at 3:30 to 4:00 average talk time
- All Approx. 60% of Calls with be resolved at Tier 1 remaining 40% will be escalated per request of client to ensure incoming call answer time is low.
- Perform Password Resets on multiple systems and hosts
- Supports Enterprise Wireless Operations
- Provide first and second level support for remote user laptops
- Provide support for company VPN/Remote solution.
- Prioritize and escalate issues to other management/staff
- Provide international support for overseas operations.
- Communicate, and/or Escalate to 2nd Level Support Teams, if need exists
- Enter pertinent information and updates of reported incidents in ServiceNow
- Reset client passwords according to information security guidelines.
SKILLS REQUIRED:
- Minimum 1 year previous inbound customer service/help desk experience
- General knowledge of computer products, software and applications
- Experience with a ticketing software such as Peregrine, or Remedy, HP Service Manager, or ServiceNow
- Experience working in a technical help desk
- Exceptional customer service/people skills
Qualifications:
- Experience level: Entry Level
- Minimum 1 year of experience
- Education: No Degree Required
Skills:
- Help Desk Support
Overview
Location | Bloomington, IL, USA |
Workload | 40 Hours/Week , 100% Onsite |
Expected start date | ASAP |
Expected end date | Open |
Necessary languages | English |
Necessary skills | Inbound, OFFICE, OUTLOOK, PEREGRINE, SECURITY |
Assignment closed
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