Provides customers of IT Services a central point of contact for logging, tracking, and reporting of hardware, network and application related problems. Provides guidance and 1st level support, assisting in problem resolution, workstation, application and production problems and inquiries. Assist in the analyzing of issues to determine wider impact and problem relationships. Provides worldwide service and support for all customers globally. Works with all levels of Service Desk Analysts, Computer Operators, 2nd level support groups, management, and customers.
What you’ll be doing:
Respond to customer requests for information.
Analyze and determine the impact of problems with software applications and technologies.
Assist customers in problem resolution by following troubleshooting procedures.
Assist IT Infrastructure and Business Systems personnel in troubleshooting, problem identification and resolution.
Dispatch appropriate IT support personnel or reassign issues to 2nd level support teams in accordance with established procedures.
Record and track all incidents from initial report through final resolution.
Follow established notification procedures for applications/software systems problems.
What we’re looking for:
0-2 years Service Support experience required, including experience with customer support processes and tools.
Strong customer service, analytical and problem resolution skills.
Strong verbal and written communications skills, as well as typing skills.
Strong interpersonal skills and ability to relate well with all levels of the organization.
Ability to maintain a flexible work schedule including weekends, holidays and all shifts.
Functional knowledge of Windows operating system, Microsoft Office and Internet Explorer.
Help Desk or Service Desk certifications a plus.
Education: High School Diploma required. Associates Degree in a computer-related field preferred.