Help Desk

5 days ago


Fall River, Massachusetts, United States Advanced Call Center Technologies Full time

Help Desk - IT BR

Bristol, TN, USA Req #868 Tuesday, July 2, 2024

HELPDESK TECHNICIAN

Helpdesk Technicians – will be working alongside Helpdesk Technicians and performing the duties of a Helpdesk Technician, but will serve as a first-line resource for issues and problem-solving for fellow technicians.

Job Description:

General Skills

Solid leadership and communication skills to coordinate responses to client issues. Strong self-management skills, ability to successfully process daily queues and resource management without continual oversight from leadership Strong communication skills both written and verbal Solid time management and organizational skills to optimize workflow Capability to manage multiple high priority initiatives in a fast paced technical environment Ability to interact professionally with a diverse group of colleagues and clients Ability to remain flexible and adapt work initiatives and schedules to meet client and company needs on an ongoing basis. Technical Skills, topline familiarity with Microsoft Office Suite and Customer Service

Responsibilities

First responder to incoming client calls to ACT Helpdesk and route calls according to ACT routing policies Facilitate proactive approaches to problem solving within the framework of "One Call Resolution" goals Oversee daily coordination, routing, and resolution of ticket queues and call coordination Support the Helpdesk Manager in developing measures to improve proactive client communication during issue tracking and resolution. Ensure client requests are understood and assigned properly Consistently perform daily responsibilities outlined in Helpdesk Team Lead's Daily Checklist Work to identify client requests/tickets that may be stuck in various stages and facilitate their completion as necessary Keep Helpdesk Manager updated on all flow, performance, and coordination efforts of the Helpdesk Team (including daily attendance) Provide leadership to the Helpdesk Team through motivation and support Work to build the Helpdesk Team's rapport, morale, and motivation

Requirements:

1-3 years technical experience in a desktop support position Must have an Associate's degree or equivalent experience CompTIA A+ certification preferred and other certifications a plus Experience troubleshooting network, hardware and software issues at the desktop level Excellent customer service background with professional appearance and communication skills required Ability to work successfully in both independent and team environments with minimal supervision and guidance Must be able to lift and move computers and other technology hardware as required Must be able to work flexible hours including weekends

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