Responsibilities
Work Experience: More than 24 months
1. Field incoming help requests from end users via both telephone and work orders in a courteous manner
2. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
3. Build rapport and elicit problem details from help desk customers
4. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
5. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
Other skills:
6. Ability to advise and to present to one or more customer staff.
7. Monitor and control daily service call activity, utilization, inventory levels and service levels.
8. Exceptional customer service
9. Advanced knowledge in Customer Service Aptitude
10. Resolving technical problems with hardware, software and connectivity.
11. Troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve
12. Participate in the configuration and support of internal systems.
13. Ability to work effectively with Logistics
14. Adherence to assigned schedule
15. Adhering to documented policies, procedures and processes for nsc that are specific to the service.
16. Clear and concise documentation of all customer interaction within appropriate CRM tool.
17. Able to function in a team environment
18. Maintain knowledge levels as industry enhancements occur
19. Support installation and implementation of connectivity and high-end systems products
20. Continuous improvement of service delivery.
Qualifications
Sound knowledge of:
21. Advanced knowledge in Computer Hardware
22. Advanced knowledge in Common Software applications
23. Advanced knowledge in Microsoft Operating system
24. Proficient knowledge in Printer Hardware
25. Proficient knowledge in configuring and troubleshooting networking, wireless and VPN features of end-user devices
26. Proficient knowledge in Ticketing software
27. Microsoft Office & Office 365 applications
28. PC\Laptop hardware
29. PC\Laptop peripherals, including printers
30. Mobile devices
Awareness of;
31. Active Directory
32. Exchange
33. Apple OS
34. Network and server hardware and components
IT qualifications may include:
35. A+ Certification; Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +
36. PC\Laptop OEM Maintenance Certification
37. CompTIA A+ Certification
38. Microsoft Certified IT Professional (MCITP) certification in desktop area
39. Microsoft Office Specialist (MOS) certification