Service Desk Support

What You'll Do:

• Responsible for high quality end-user technical support, related to enterprise software and hardware
• An understanding of technology and the ability to apply that knowledge to support all existing systems
• Provides investigation, diagnosis, resolution and recovery for hardware/software problems
• Demonstrate strong customer service skills to provide phone support including:
• Listening to the customer to gain an accurate understanding of the situation
• Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue
• Producing accurate
• Detailed documentation at the client
• Problem and incident level
• Resolving conflict
• Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 7x24x365 environment.
• Under general oversight, provides after-hours and weekend support as needed.
• Requires attention to detail, follow-through, teamwork focus and positive attitude.
• An understanding of technology and the ability to apply that knowledge to support all existing systems
• Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and in person
• Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding
• Ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptly
• Identifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situations
• Provides investigation, diagnosis, resolution and recovery for hardware/software problems
• Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and software

What You’ll Bring:

• 2 to 5 years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment
• High school diploma is required or GED with relevant work experience
• Excellent customer service skills required
• Excellent communication skills required
• Preferred work experience in technical support role but not required
• Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly
• Self-motivated and ability to work on own initiative in a high-pressure environment
• Willing to work variable shifts including evenings, weekends and public holidays

Job Type: Contract

Salary: $18.92 - $21.00 per hour

Expected hours: 40 per week

Benefits:

• Referral program

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Day shift

Education:

• High school or equivalent (Required)

Experience:

• Help desk: 2 years (Required)
• Windows: 1 year (Required)
• Finance Industry: 1 year (Required)
• Computer hardware: 1 year (Required)

Work Location: On the road