Vacancy caducado!
Job Number: 235077IT Help Desk
Sterling Heights MIOur client is looking for an IT Help Desk/ Service Desk Professional to provide technical help for users. The Service Desk candidate will provide Tier 1 support by answering phone calls from users experiencing IT issues, documenting user issues in a ticketing system and performing low level troubleshooting. They provide technical care for any aspect of information systems, including system hardware, operating systems, applications and networks.Service Desk Professional will provide 24x7x365 support, which means work schedules will include weekends, holidays, late nights, potential for on-call, split shifts, last minute coverage, and will rotate on a routine basis. (for example quarterly)Responsibilities- Provide first contact support of incoming requests to the service desk via telephone, web portal, email, chat and all operational contact types to ensure courteous, timely, and effective resolution of end-user issues.
- Build rapport and gather problem details from service desk customers.
- Use Service Desk scripts and other knowledge articles to gather appropriate data and guide users through resolution instructions.
- Prioritize incidents and service requests according to defined processes.
- Escalate incidents with accurate documentation to suitable technician, when required.
- Record, track, and document the service desk incident within the Service Desk application.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Work with end user to test fixes to ensure an incident has been adequately resolved.
- Contribute to technician knowledge base as needed.
- Provide suggestions for continual improvement.
- Knowledge of basic computer hardware, including desktops and laptops
- 1 -3 year's experience working in an IT help desk call center or equivalent support function
- Proficient in Microsoft Office
- Excellent problem solving abilities
- Good written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
- Strong documentation skills
- Primary function is answering telephone calls, typing and using a PC (keyboard, mouse, and monitor)
- Able to follow a script in communicating and interacting with callers