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Entry Level Helpdesk Support

4 months ago

Wappingers Falls, United States TEKsystems Full time

Description:

Entry level technical personnel trained to solve known problems and to fulfill service requests This position provides effective evaluation of end-user needs and, in all cases, uses good judgment and timeliness in responding to issues/resolutions. Resolution will include but not be limited to the following: Identify, research, and resolve technical problems, responds to telephone calls, email and personnel requests for technical support while documenting, tracking, and monitoring the problem to ensure a timely resolution.

Support all internal and external customers with product knowledge and expertise.

Log and track support calls in Salesforce, prioritize and escalate jobs as required.

Identify trends in the support calls and develop documentation to address these most-often reported problems and issues.

Notify management of increasing trends, unusual activity or repeated activity.

Brief customers as well as management on the status of current resolution efforts and attend daily/weekly and or monthly meetings.

Recommends means for product or system improvements including procedural steps, increased training, and enhanced documentation.

Access software updates, drivers, knowledge base, and FAQs resources on the Intranet to assist with end users issues.

Assist other teams to initiate, design and manage effective support solutions as directed by our business needs.

Meet and Exceed departmental and company KPIs as set forth by leadership

Support Chat/Phones/Emails

Document case

Escalate case to Tier 2/3 if unable to resolve issue

Entry-Level ( A+ cert level )

Basic Understanding of Networking

Strong Analytical skills As a communicator to all CC teams related to new PIBs, product changes, updates to processes etc, storing these communications in a central area

Answer phone calls and emails from customers, internal and external

Create and Maintain service tickets for all customer interactions, through to closure

Collaborate and discuss solutions internally and outside the department to coordinate

most effective solution.

Customer Feedback reporting and escalation

Providing quality customer service to all

Identify emerging technical issues; collect information, test and confirm, escalate as needed, provide team(s) work around or solution

Strong customer focus; service-oriented attitude Must be punctual and able to maintain good attendance

Skills:

networking protocols, network troubleshooting, troubleshooting, helpdesk troubleshooting, desktop troubleshooting, customer service oriented, network connectivity, wireless network

Top Skills Details:

networking protocols,network troubleshooting,troubleshooting,helpdesk troubleshooting,desktop troubleshooting,customer service oriented

Additional Skills & Qualifications:

customer service

Experience Level:

Entry Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.