Helpdesk Support

3 weeks ago

Annapolis, United States Collabera Full time

We Are Hiring



Client Aerospace:

Title: Helpdesk Support

Duration: 06 Months

Shift: This position is for the Mid shift (11pm-7:30am) and will require shift work on all 7 day of the week to include holidays.

Location: Annapolis, MD



Job Responsibilities:



Handle incoming calls and ascertain if the call is of a customer service or technical nature.
Open call and trouble tickets in our ticketing system database for all incoming inquiries.
Process and/or forward technical problems to field technicians or on-call engineers as appropriate for resolution.
Track open trouble tickets to resolution.
Interface with Operations Center personnel customers technicians and management.
Troubleshoot/configure airport devices used for the management of air passenger baggage.
Provide excellent customer service and support for all customer contacts

The successful candidate must:

Demonstrate strong customer service and communications skills – both written and verbal good computer skills good problem-solving skills good multi-tasking skills and ability to work independently.
Demonstrate basic understanding of digital communications and network environment.
Demonstrate excellent customer service skills, outstanding phone skills, good typing skills.
Demonstrate a basic knowledge of MS Windows and Office applications.
Demonstrate strong analytical and effective problem-solving skills.
Be able to work in a 24x7 operations environment and willing to work a rotating shift schedule.

Basic Qualifications:

HS Diploma or AA/AS degree (or other 2-year post high school training) with a minimum of 4 years of relevant experience.
OR in the absence of a HS diploma, GED or AA/AS degree, 6 years of relevant experience is required.
One or more years of customer service experience, required.

Preferred Qualification:

Comptia A+ Certification
Excellent customer service skills, outstanding phone skills, good typing skills.
Basic knowledge of MS Windows and Office applications.
Ability to work in a 24/7 Operational Environment.
Basic knowledge of digital communication and network environment.
Strong analytical and effective problem-solving skills.
Strong understanding of ITIL practices.

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