Help Desk Technician Job

JOB SUMMARY: To effectively and efficiently support all customers by providing excellent customer support for all relevant technology. Prioritizing, assigning and managing incoming calls efficiently to allow associates to maximize productivity and increase efficiency. Respond to all Level I calls and escalation measures within agreed upon timeframes.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Log all incoming calls into call tracking system. Act as a dispatch for all calls; clearly, thoroughly and accurately documenting all pertinent information, including full details of the nature of the problem and callers correct information.
2. Access knowledge bases and frequently asked questions resources on the Internet to aid in problem solving.
3. Prioritize all calls logged based on assessed urgency of the calls description.
4. Assist in the maintenance of all Helpdesk documentation.
5. Resolve all first level support issues as possible and rapidly escalate to appropriate teams when required.
6. Understand and implement escalation measures as outlined in the Helpdesk Procedure Manual.
7. Respond to all voicemail and email as assigned.
8. General Helpdesk Duties as assigned.
9. Support special projects and cross-functional initiatives as assigned.

OTHER RESPONSIBILITIES:

Productivity Improvements

1.Adhere to Helpdesk Policies and Procedures as outlined in the Helpdesk Procedure Manual in areas such as call management, call escalation, team communication and client satisfaction.

2.Participate in the continuous refinement of the Helpdesk Call Tracking system.  Make sure the process is effective for the purposes in which it was designed.

3.Evaluate the effectiveness of assigned job processes and procedures and seek to upgrade; seek to modify to increase productivity through initiative and creative recommendations.

4.Identify and learn appropriate software and hardware used and supported by the organization.

5.Develop help sheets and frequently asked question and add as required to the knowledge base.

Client Satisfaction

1. Throughout the day monitor the incoming calls and status of open calls.  Expedite the resolution of open calls by conversing with Helpdesk Associates or notifying Helpdesk Supervisor and/or Manager.
2. Monitor the client satisfaction with follow-up calls for a percentage of calls closed randomly through the solicitation of input.
3. Bring to the attention of Helpdesk Supervisor and/or Manager any and all issues that require immediate focus and resolution.
4. Contribute a positive attitude to the culture of the Helpdesk and the I.T. department of excellent customer service and partnership with the users.  Make sure you go the extra mile.
5. Build rapport and elicit problem details from customers.

QUALIFICATIONS:

EDUCATION: High School Diploma or Equivalent. Some college or technical training preferred.  WORK EXPERIENCE: A minimum if 1 year of call center and/or direct customer support experience.

Familiarity with supporting POS hardware, peripheral equipment, associated software, configuration and system operation preferred.

Some experience with Call Tracking & Ticketing Systems preferred.

CERTIFICATES, LICENSES, REGISTRATION REQUIRED: None

 KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

Candidate must be a team player, committed to continuous process improvement and willing to assist peers with troubleshooting service requests. Successful candidate should be detailed oriented, possess high-quality verbal, written, and customer service skills. 

REQUIRED PRE-EMPLOYMENT/SKILLS TESTING:

1. Drug Test/Criminal Background Screen