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Helpdesk L2

Company: TEKsystems, Inc
Location: Santa Ana
Posted on: January 12, 2021

Job Description:

Description: Duties: This position is the critical first line of support for our customers primarily internal customers. You will be providing timely support for PC/Laptop, hardware, peripherals, mobile devices and software/applications [including some of which are proprietary; hosted on prem and/or cloud based], by responding to and diagnosing problems via phone, self-service and chat. It may be necessary to escalate to network services, information security, desktop architecture or other ---next level--- teams. We are a Knowledge-Center-Service organization. Your track record in KCS ---UFFA---, initial problem recognition, and quick determination of appropriate resolution or escalation while ensuring an excellent customer service experience supports your success on our team. Joining our dynamic, fast paced work environment is an excellent career step for you. First American offers competitive benefits both personal and professional. Your accountabilities will include: Support customer inbound requests through phone, self-service and other channels as developed by Service Desk. Provide accurate and creative solutions to customer problems to ensure quick restoration of customer productivity. If the issue cannot be resolved within a certain timeframe, proper escalation is crucial. Acquire and maintain current knowledge of relevant environments (software and hardware) and support policies in order to provide accurate solutions to customers. Assist in the developing and maintaining of a problem resolution knowledgebase. Available to do After Hours support --- weeknights and weekends. Assist in maintaining Help Desk e-mail, by reading, opening/documenting information into tracking tickets and escalating to proper person or department. Provide user administration and application support for supported applications Escalate User rights issues and employee setup issues to application Administrators Document all calls in ticketing program. Must be flexible with work hours depending on volume. The Service Desk hours are 5:30am-6:30pm Pacific. 100% remote, any location Available to do occasional After Hours support --- weeknights and weekends as needed. Deskwork / Answering Trouble Tickets via Web or Phone 100% Temp to Perm potential Recruiter must upload Service Desk Checklist for each candidate with resume submission (see attachment) Skills: Two year technical degree or equivalent work related experience required .2-4 years previous experience working in a help desk or service desk environment. Excellent customer service skills Good communication, problem solving skills and telephone etiquette. Ability to use Service Desk standards and follow guidelines, as well as help others interpret policy. MAGIC Training or previous customer service training desired. Desktop experience: MS Office 2016 Professional Products, Windows 7, Windows 8, Windows 10.Internet Explorer 9, 10, 11., and other Browser experience Familiar with Cisco VPN, Service Now, Cisco VoIP and Soft Phone a plus Hardware support, HP/Kodak/Canon Printer, Scanners, and Rightfax. Mobile device support. IOS, Android. Minimum typing 40WPM A certification preferred Microsoft, HDI, KCS and/or ITIL certifications A a plus Skills: Helpdesk, Phone Support, Service Now, KCS, Knowledge-centered-support, UFFA, ServiceNow, Service Desk Top Skills Details: 1. Excellent customer service skills and communication with ability to do 100% phone support (At least 2-4 years of experience, preferably at a larger company) 2. Ability to handle 30 tickets a day (phone, email and chat) Someone with ServiceNow experience is preferred as this is their ticketing method. 3. KCS and UFFA - We are a Knowledge-Centered-Support (---KCS---) organization. It is expected that all will follow the KCS ---UFFA--- (Use it, Flag It / Fix It, Add It) process to identify the problem in order to quickly determine the appropriate solution or if needed to escalate to the appropriate department to ensure an excellent customer service experience Additional Skills & Qualifications: Must be flexible with work hours depending on volume. The Service Desk hours are 5:30am-6:30pm Pacific. 100% remote, any location What I need to submit: Updated resume (Please leave candidate contact info on it --- I need candidate email/phone too) Last 4 SS Month/Day of BDAY Interview Questions: Previous experience Review work history Technical specific information regarding the tasks you did Role Play an issue for a 400 error on a website a customer is trying to access "5 W's". Who What When Where Why Experience Level: Entry Level About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Keywords: TEKsystems, Inc, Santa Ana , Helpdesk L2, Other , Santa Ana, California

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