Helpdesk Technician - South Jordan, United States - Compunnel

Description

Executive Summary:

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:

Qualifications:
Excellent customer service skills required
Excellent communication skills required
Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment
Preferred work experience in technical support role but not required

Required Education:
High school diploma or GED with relevant work experience
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

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

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