Help Desk Specialist 2
5 months ago
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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