Will serve as a first point of contact for people experiencing a variety of difficulties with their software, applications and / or hardware
Will communicate by telephone, text, email or in person with customers
Will efficiently and effectively work through a series of questions to identify the issue and/or problem, systematically work through all of the responses to arrive at a solution
Must be able to assist customers at all levels of technical knowledge with their problems
Will gain proficient working knowledge of the system, software and applications they are responsible for supporting
Will remain up to date with all new upgrades, system enhancements and changes at all times to ensure effective solutions are given to customers
Will maintain exemplary customer service by exercising a professional, friendly and calm demeanor at all times when communicating with customers
Will remain current with all required continuing education and compliance training mandated by the company and/or by supervisor
Will identify trends in incoming issues and effectively communicate the finds to the next level of support
When not able to independently solve an issue presented, will ensure that the issue is resolved by escalating the issue to a more senior service desk professional, system administrator, or other IT department personnel as appropriate
Will maintain productivity standard as set forth by supervisor at or above 100% at all times
Qualifications:
Education & Experience
Associates’ / Bachelor’s Degree or Appropriate Level Certifications
Proficiency in windows operating system and supported applications
Strong understanding of current computer, telephonic and mobile technology
Excellent verbal and written communication skills
Ability to think quickly, methodically, and logically under pressure
Ability to multitask and prioritize a busy workload
