Help Desk Specialist 2

5 months ago


Springfield, United States eTeam Inc Full time

Onsite Springfield required. (hours are between 7-7pm Mon-Friday with 8 hour shifts, 40 hours week

Job Responsibilities:

  • Interprets, evaluates and resolves, if possible, telephone inquiries pertaining to the functional operation of all installed application, hardware and software products supported by IT
  • The primary goal is to provide high quality, accurate and time-sensitive service to our customers in a high volume help desk call center environment
  • Is responsible for providing exceptional customer service in a call center environment and technical support by troubleshooting, triage, and management of the incident lifecycle, for all supported business groups and products
  • Utilize internally produced knowledge articles, the internet or seeks advice from peers to help resolve issues
  • Escalate issues to next level support when the solution is unknown or cannot be found within defined timeframes
  • Resolve 70% or more of incidents at first point of contact, achieves performance goals and increased productivity

Role Characteristics:

  • Possess strong written and oral communication skills
  • Exhibits exceptional Customer Service soft skills
  • Demonstrates strong problem solving and troubleshooting skills to allow efficient and effective problem identification and apply appropriate solution
  • Illustrates high attention to incident description, detail and impact
  • Self-motivated and goal-oriented, capable of working in a fast paced and changing environment
  • Good analytical and communication skills, sound judgment, and the ability to work effectively with all support areas
  • Call center environment

Education:

  • Associates degree preferred; HS Diploma/ GED required


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