Job Position: Service Desk Location: Madison, NJ
Job Description:
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users
- Route problems to internal 2nd and 3rd level IT support staff
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
- Administer and provide User account provisioning.
- Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
- Perform user account management activities
- Escalate complex problem to appropriate support specialists
- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,
- Troubleshoot client software and basic network connectivity problems
- Identify, evaluate, and prioritize customer problems and complaints
- Participate in on-going training and departmental development
- Routine maintenance updates with other IT staff and business units
- Provide all required documentation including standards, configurations, and diagrams
- Provide knowledge transfer of Service Desk operations
Technical Requirements
- Phone support experience necessary.
- Technical Service desk or technical call center experience is necessary.
- Disciplined, systematic problem-solving skills required.
- Windows Operating systems
- Clients: Windows7, Windows Vista, Windows XP, Windows 2000
- ITSM ticketing tools such as Remedy, Client Service Center, client Service Center
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
- MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
- Internet browsers (e.g., Explorer, Chrome, Firefox),
- VPN and remote dial-in users
- Support for laptop, desktops, and printers
- PDA and blackberry support
- Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
Soft Skills
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Good working knowledge of MS OFFICE
- Should have good customer handling skills
- High level of acceptance
Other Skills / Experience
- Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
- Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared
- Ability to learn new information quickly and the willingness to always do so
- Ability to work flexible hours from time to time to cover for other staff
- Should understand IT Environment and ready to learn new processes and technologies
- Customer Focus
- Teamwork
- Technical Expertise
- Interpersonal Effectiveness
- Concern for Order and Quality
Years of Experience
- Relevant: 5-6 years of experience
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Last updated on May 13, 2022