About this role
Responsible for receiving, analyzing, and resolving customer requests for all call types coming into the desk. Issues that are beyond Tier II are to be escalated to the appropriate personnel including but not limited to: Desktop Services Analysts. Responsible for, but not limited to: providing exceptional customer service, with first contact resolution being the ultimate goal; following proper call handling and incident troubleshooting procedures; following established ticket creation, routing, and escalation procedures; meeting established minimum individual performance standards on call and ticket stats; complying with all team and departmental policies and procedures; and accepting and working issues escalated from Tier I personnel. This position is also responsible for providing training and guidance to Desktop Services Tech I. This position will also be assigned special projects as required. Provides support for moderate tasks. Requires minimal supervision.
Exceptional Customer Service SkillsTechnical Documentation SkillsStrong Verbal and Written Communication SkillsExperience with Microsoft Office/Exchange, Lotus Notes, Active Directory, Active Roles helpful.Experience in problem solving, and software installs remotely using LANDesk helpful.Experience with troubleshooting PC/Laptop/Printer, hardware and software issues.Experience with troubleshooting SSL VPN, Cisco VPN, and RSA VPN token connection issues CTH - 6-9 month contractThe hours would be Sunday, Monday, Tuesday and e/o Wednesday from 7:30 p.m. to 7:30 am