Our client is searching for a Helpdesk Specialist; the candidate selected for this role must be able to handle the following duties/responsibilities for the company:
Receive calls/requests as a first line customer liaison
Customer requests are correctly recorded
Keep customers appraised of the status of their requests
Make an initial assessment of the request and resolve and/or refer the request to the appropriate engineering team for resolution
Provides second-level technology support to both internal and external customers, employing a high degree of customer service, technical expertise and responsiveness.
Troubleshoots non-routine issues and requests, consulting with third tier functional partners as required.
Consult with various internal and external business partners to provision and monitor Service Desk support. Ensure the Service Desk is accurately represented in company initiatives.
Analyze Service Desk volume and data to identify underlying issues, and service improvement opportunities; remediating as applicable, including documentation, training, and technical consultation.
Monitor and escalate customer requests relative to the appropriate service level; manage the request life-cycle, including closure and verification.
Factors for Success
High level of customer service skills, with experience directly supporting external business customers and clients
Experience supporting Microsoft Office products, with an emphasis in supporting Outlook user issues
Strong working understanding of Microsoft Windows Operating Systems in an enterprise environment
Strong experience with an enterprise ITSM/ticketing tool (ServiceNow)
Experience supporting custom/proprietary applications in an enterprise environment
Strong experience providing remote support in a Microsoft environment Active Directory, SCCM, Exchange, etc.
Willing to help when needed
Phone skills working multi-phone lines
Willing to go the extra mile to please customers
Can rapidly acquire product knowledge