Help Desk Representative

  • location: South Jordan, UT
  • type: Temp to Perm
  • salary: $21 per hour
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job description

Help Desk Representative

First point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, selected candidates will answer incoming calls, track all information in a call tracking system, use a knowledge base tool along with their expertise to resolve issues in a timely fashion. Focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process.

Responsibilities:
Demonstrate strong customer service skills to provide phone support including:

Listening to the customer to gain an accurate understanding of the situation
Being empathetic to the customer??s situation and having a sense of urgency to resolve the issue
Producing accurate, detailed documentation at the client, problem and incident level
Resolving conflict
Responsible for high quality end-user technical support, related to enterprise software and hardware
Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast paced 7x24x365 environment.
The position requires attention to detail, follow through, teamwork focus and positive attitude.
An understanding of technology and the ability to apply that knowledge to support all existing systems
Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in person
Identifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situations
Provides investigation, diagnosis, resolution and recovery for hardware/software problems

Working hours: 8:00 AM - 5:00 PM

Skills:
1 year recent help desk experience
Excellent customer service skills
High School diploma or equivalent
Self motivated and able to work in a high pressure environment
Willing to work variable shifts including evenings, weekends and holidays

Education:
High School

Experience:
Entry Level

Qualifications:
Responsible for high quality end-user technical support, related to enterprise software and hardware
An understanding of technology and the ability to apply that knowledge to support all existing systems
Provides investigation, diagnosis, resolution and recovery for hardware/software problems


Candidates to start once screenings clear.

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
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