A fully qualified technician, the Technical Helpdesk Sr. Associate applies a broad working knowledge of information technology products and services to routine assignments and assists more experienced staff in the application of technical concepts, practices and procedures. The incumbent generally is a member of quick-response customer support team and works with clients over the phone to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues. The incumbent typically operates independently to provide prompt and professional Help Desk service through quick processing and prioritization of issues. Routinely works under general supervision but may require oversight on more complex assignments.
REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES*
Assists customers over the phone with multiple types of system/applications errors or inquiries following set guidelines on call processing, prioritizing, and escalation procedures
Troubleshoots over the phone, hardware, software and/or network operating problems as required and involves applicable technical resources to ensure resolution.
Researches problem solutions, utilizes error indication tools, and consults with or assigns more complex issues to the appropriate analyst, technician or systems specialist.
Receives and prioritizes issues via applicable database and assigns issues to the appropriate coordinator, technician or systems specialist.
Ensures customer issues are promptly addressed, documented and resolved in timely manner consistent with the highest customer service and professional/technical standards.
May assist in staffing service hotline and/or providing user/client training
Briefs customers as well as management on the status of current resolution efforts and attend daily/weekly meetings.
Maintains daily logs, turnovers, reruns, and equipment malfunction reports to ensure the highest service levels are maintained. To Apply to this job go to http://www.GadBall.com or click here