IT Help Desk

  • location: Blue Bell, PA
  • type: Temp to Perm
  • salary: $16 - $17 per hour

job description

IT Help Desk

job summary:
POSITION OVERVIEW

As part of End User Support within IT Support Services, a Service Center Analyst is responsible for answering telephone calls and emails from employees that require technical support. Through the use of remote access tools, an analyst identifies the cause of hardware/software issues and guides the user to a successful resolution.

All work must be documented in a timely manner in the ticketing system application utilized by IT Support Services. Through these tickets, a Service Center Analyst will be able to monitor the status of unresolved issues and communicate frequent updates with users.

This role is considered as the front line support and the face of IT. Service Center Analysts will solve level 1 technical problem and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

  • Answers and responds to inbound calls, emails, or chats using documented procedures, available tools and supplied script(s) to assess customer's technical support needs and handle/route accordingly to the satisfaction of the customer
  • Verifies all contact information
  • Creates tickets within supplied IT Service Management System
  • Documents problem definition
  • Documents and logs all contacts and actions into tickets per specified guidelines
  • Files appropriate data (soft and hard copies)
  • Provides direction to customers promoting online self-service and web based solutions
  • Creates temporary "work-around" for immediate customer issues when appropriate
  • Serves as escalation point for eService requests
  • Escalates unresolved customer issues to Technical Services with concise description, actions, and traces as required for escalation
  • Provides customers with existing Service Request status and triages call appropriately
  • Handles RMA issuance and guidance
  • Reset customer passwords
  • Prepares activity reports as requested by management
  • Communicate recurring issues to management
  • Remains knowledgeable of system information, changes and updates
  • Remains knowledgeable of performance requirements and IT service offerings
  • Adheres to service level agreements with customers and business partners
  • Maintains awareness of and compliance with all personnel policies
  • Achieves specified performance goals
  • Additional responsibilities as required
Requirements:

  • High school diploma or equivalent
  • Experience in a high volume IT call center or customer service environment and knowledge of ITSM system
  • Experience supporting Outlook/MS Office and a variety of WiFi-enabled devices
  • Prioritize assignments, follow-up to ensure task completion, and manage multiple projects
  • Ability to make quick, accurate, and appropriate decisions
  • Knowledge of customer service principles and practices
  • Knowledge of call center telephony and technology
  • Ability to communicate with customers over the phone and provide remote support
  • Ability to explain technical issues in clear and understandable language
  • Excellent verbal and written communication skills
  • Must be a detail-oriented self-starter -- function autonomously
  • Strong customer service orientation
  • Valid driver's license and access to reliable transportation.
 
location: Blue Bell, Pennsylvania
job type: Contract
salary: $16 - 17 per hour
work hours: 9am to 6pm
education: High School
 
responsibilities:
This role is considered as the front line support and the face of IT. Service Center Analysts will solve level 1 technical problem and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company

 
qualifications:
  • Experience level: Entry Level
  • Minimum 1 year of experience
  • Education: High School
 
skills:
  • Helpdesk

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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