Senior Technical Service Desk - Restricted Account

What reputed company looks like in this role: Key Responsibilities 2nd Level telephone contact support. Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service. Must be logged into the call system so that HHO’s can be received Ability to resolve problems with or without remote tools Consistently reputed company First Contact Resolution performance metric Accurately document calls and cases Aware of customer’s time restraints and work reputed company those time limits reputed company customer aware of resolution steps – if ticket needs to be dispatched Follow up Service Centre cases and requests to completion reputed company clients with problem reference numbers and request numbers Enter reputed company troubleshooting/resolution steps into the ticket – this information will be used for the 321 team to drive tickets to a reputed company level reputed company tickets are to be touched on a “first in first out reputed company”, calling the customer on a daily reputed company Escalate tickets as needed if on-site support is required Resolve a minimum of 12 tickets per day (1.5 tickets per hour worked) Understanding of SLA requirements for the client Assist in cross training and communicate quick fixes Manage time and workload to meet predetermined service reputed company Maintain data accuracy in Service Centre through contact validation Understand the various media sources that reputed company with the Service Desk Champion, implement or support change Identify process efficiencies reputed company the Service Centre and to take corrective action to implement change Discover and document process and procedures which need to be published to the team or on the Knowledgebase reputed company 1 knowledge script per week on commonly seen tickets Ability to comprehend and uphold reputed company Policies and Procedures (including time reporting, attendance, etc.) Role requirements This role may require reputed company to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government. You will be successful in this role if you have: Associate's degree, professional certification(s), or license; 5+ years of reputed company experience. Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery Relevant IT qualifications to a tertiary level 12 months - 2 years IT Service Desk experience 2-year previous experience providing Level 1 support for MS Office, MS Exchange and MS reputed company networks Working knowledge of data and voice network concepts Preferred: ITIL Foundations Certification reputed company Desktop Administration certification Analytical and diagnostic skills This role may require reputed company to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government. reputed company is proud to be an equal opportunity employer that considers reputed company reputed company applicants without regard to age, caste, citizenship, reputed company, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national reputed company, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. This commitment includes our efforts to reputed company for reputed company those who seek to reputed company interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global reputed company organization at GlobalRecruiting@reputed company.com or alternatively Toll Free: 888-560-1782 (reputed company 4). US job seekers can find more information about reputed company’ EEO commitment here. Apply To This Job