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IT Help Desk Coordinator
1 week ago
This position is a part of a production support team, working to resolve computer-related enterprise software issues for our client end-users.
A key component to this role is to provide the highest level of customer service (via telephone and email) to the client user community, while attempting to achieve first call resolution.
ESSENTIAL FUNCTIONS/RESPONSIBILITIES:
- Provide customer phone support and technical assistance to client end-users on computer system and hardware related issues
- Resolve or escalate issues, while communicating the resolution process and timelines to end-users
- Log, escalate, and report tickets and resolutions using an enterprise ticketing system
- Provide excellent customer service by providing helpful, accurate and concise information to client end-user issues in a polite, patient and professional manner
- Read, comprehend and follow technical service manuals and guides
- Manage and report time spent on all calls and work activities
- Participate in trainings on the clients enterprise systems
- Collaborate with the production support team members to coordinate desk coverage and ticket resolutions
- Responsible for understanding Worldgates values and behaviors (The Worldgate Way)
- Ensure that daily interactions with Worldgate internal and external parties align to Worldgates values and behaviors.
CERTIFICATIONS:
- High School Diploma
- 1+ Years of IT support experience and/or customer service experience
- Any general IT Certifications
ABILITIES:
- Strong communication and customer services skills
- Strong IT troubleshooting skills and critical thinking skills
- Ticketing System knowledge
- Excellent Customer service skills
- Punctual and Dependable
- Ability to communicate in a positive, patient and professional manner
Employees are required to complete an attestation for their vaccination status & are expected to follow any preventative controls to prevent the spread of COVID-19, including but not limited to: wearing a mask at any Worldgate/client facilities (if required), social distancing protocols, & ongoing testing (if required).
Job Type:
Full-time
Pay:
$ $25.00 per hour
Benefits:
- 401(k)
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Education:
- Bachelor's (Required)
Experience:
- Help desk: 2 years (Required)
- Customer support: 1 year (Required)
- Software troubleshooting: 1 year (Required)
Work Location:
In person
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