Helpdesk Service

Job Description:

• Accept inbound requests via phone, chat, email and ticket queues
• Record and process incidents and service requests according to process specifications.
• Communicate with users to understand issues and provide solutions.
• Document and resolve incidents according to process specifications.
• Forward incidents which cannot be resolved to downstream support groups according to process specifications.
• Initiate escalations according to process specifications.
• Work collaboratively supporting team via Skype/Lync.
• Assist with training and supporting fellow agents.
• Average expected time on task between 4 to 12 minutes.
• Expected resolution rate between 50% - 80%.
  
  

Summary of Responsibilities:

• Basic understanding of computer technology and IT support
• Six months – 1 year help desk experience perferred
• Experience in customer service ideally gained in a customer facing environment.
• English proficiency in both verbal & written form
• Must be culturally sensitive; appreciate cultural differences
• A+, Network +, HDI and/or Microsoft certifications a plus
• ITIL v3 a plus
  
  

Basic knowledge of computer technology:

• Windows Client
• Microsoft Outlook
• Microsoft Office (Word, Excel, PowerPoint)
• Diverse browser support experience (Internet Explorer, Chrome, & Firefox)
• PC hardware
• Basic understanding of networks
  
  

Knowledge of the following a plus:

• Windows Active Directory and domain concept
• Enterprise mobile device knowledge
• Fixed network telephones and VoIP telephone support