Helpdesk Support

Helpdesk Support

Alpharetta, GA

PLEASE DO NOT SUBMIT ANYONE WHO PREVIOUSLY INTERVIEWED OR WAS REVIEWED IN THE LAST SIX MONTHS.

The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline / automate agent process.

Responsibilities include :

• Demonstrate strong customer service skills to provide phone support including :

o Listening to the customer to gain an accurate understanding of the situation

o Being empathetic to the customer's situation and having a sense of urgency to resolve the issue

o Producing accurate, detailed documentation at the client, problem and incident level

o Resolving conflict

Qualifications :

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

Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment

Max supplier BR

SS POC : Jordyn CV