Description:
Responsibilities
- Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for customer’s end users.
- Route problems to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution.
- Administer and provide user account provisioning.
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
- Respond to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders/incidents to appropriate support teams and follow up until closure.
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on OPs.
- Perform user account management activities.
- Escalate complex problems to appropriate support specialists.
- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
- Troubleshoot client software and basic network connectivity problems.
- Identify, evaluate, and prioritize customer problems and complaints.
- May train users and operators on a limited basis and/or may write training procedures.
- Participate in ongoing training and department development.
- Routine maintenance updates with other IT staff and business units.
- Provide all required documentation, including standards, configurations, and diagrams.
- Provide knowledge transfer of EUC operations.
Technical Requirements
- Phone support experience necessary.
- Technical helpdesk or technical call center experience is necessary.
- Disciplined, systematic problem-solving skills are required.
- Hands-on work experience with the following:
- Windows operating systems
- Clients: Windows 7, Windows Vista, Windows XP, Windows 2000
- Servers: Windows 2000, Windows 2003, Windows 2008,
- Knowledge of Active Directory, Exchange 2003/2007
- ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
- User account creation for Active Directory, Exchange Mailboxes, and distribution lists
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
- MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
- Internet browsers (e.g., Explorer, Chrome, Firefox), VPN, and remote dial-in users
- Support for laptops, desktops, and printers
- PDA and BlackBerry support
- Others: Adobe Acrobat and other common desktop applications like WinZip, etc
Soft Skills:
- Excellent communication and conversation skills (verbal and written)
- Good documentation skills
- Good working knowledge of MS OFFICE (including MS Project and Visio)
- Should have great customer handling skills
- Able to handle unforeseen situations
- High level of acceptance
Other Skills / Experience:
- Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
- Personal dedication to providing high-quality, superior service at all times. The ability to finish what is started is a must.
- Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
- Ability to learn new information quickly and the willingness to do so at all times.
- Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.
- Customer Focus
- Teamwork
- Technical Expertise
- Interpersonal Effectiveness
- Concern for Order and Quality
Years of Experience:
Experience in help desk, voice customer service, and support experience with problem solving involving hardware, software, and networks.