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Help Desk Specialist

1 month ago

New York, United States Vanguard Group Staffing, Inc. Full time

We are currently assisting one of our clients in New York City with an IT/Help Desk Support position. The candidate MUST HAVE call center experience. THIS IS A POSSIBLE TEMP TO HIRE OPPORTUNITY.

ESSENTIAL FUNCTIONS


  • Provides level one troubleshooting. Accurately assesses the customer's product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the user's response to fully comprehend the need, product issue, and best avenue for resolving the problem.
  • Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades.
  • Identifies and resolves application and service issues and any other questions that may arise. Answers general application questions.
  • Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level.
  • Monitors incoming cases and emails and resolves in accordance with Service Level Standards (SLS). Uses available support tools to assist the customer and/or recreate the issue.
  • Participates in training programs to continuously improve product knowledge and service skills.
  • May assist in training new employees or serve as a go-to person for team members.
  • May manage hardware capacity and performance and assess hardware needs.

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