Information Technology Help Desk - Seneca Resources : Job Details

Responsibilities:

Works to consistently improve call handling and resolution processes by following the established quality assurance guidelines and expectations to deliver stellar customer service including first-call resolution and total case ownership.

• Works with team members to develop, approve, confirm, and support problem resolution databases (Knowledgebase) by making entries to improve the process.

• Interprets, analyzes, diagnoses, documents, and resolves customer service problems related to internally supported hardware, software, LANs, and WANs with the goal of closing calls.

• Using the incident/problem tracking system, accurately documents all incoming calls, keeps tickets and customers updated on their issues/requests, and documents all call resolutions.

• Keeps support team and management apprised of any new support issues clearly and promptly.

• Performs other job-related duties as assigned or apparent.

• Dispatch hardware problems to the right hardware vendor

Education:

• 4 years of experience in a help desk/call center.

• College Degree or equivalent work experience required.

• HDI certified (customer service, support center analyst, or desktop support technician) and ITIL Foundations certification is a plus.

Experience:

• 1 year of experience with incident and problem-tracking service management software.

• Experience with SQL commands and database manipulation.

• Experience with automated call distributor phone systems.

• Experience with knowledge-centered support (KCS) principles.

• Familiarity with Linux Systems a plus.

• Experience with troubleshooting network-related issues (client connectivity).

• Experience with Active Directory and Microsoft Office Products – O365 is a plus.