Randstad Help Desk Tech in Cedar Rapids, Iowa
Help Desk Tech
Cedar Rapids, IA
Thursday, October 6, 2016
As part of the Service Delivery branch of a Customer Service Center (CSC) candidate operates as part of Client Support and provides operational and technical support to the a global enterprise.
The CSC is located in both the US and is staffed 24 hours a day, 7 days a week, and 365 days a year. It is primarily a call center environment where phone analysts are assisting global customers with their desktop computing needs over the phone, however customers may contact the CSC via email or online CHAT if they so desire.
This team provides a central point of entry for customers seeking assistance, information/status updates, and incident resolution. The CSC provides both Level-1 and Level-2 support for supported desktops as well as traditional Level -1 support for all other supported platforms/applications. The team works/resolves incidents ranging from password resets to advanced fixes requiring collaboration across multiple teams. In addition to escalations and notifications to other Business Unit resolver groups, the CSC also has responsibility to facilitate the Critical Incident Process (SWAT). Incident Management is truly the key process that the CSC is responsible for.
Responsibilities will include taking calls from clients, resolving incidents, creating, updating, and maintaining the Remedy Knowledgebase, executing SRC requests, updating Remedy tickets, prioritizing workload to meet departmental KPI s and organizational SLA s, and tutoring clients and teammates on standard PC applications.
Other duties as assigned based on divisional needs.
Conforms with and abides by all regulations, policies, work procedures, instruction, and all health and safety rules.
Exhibits regular, reliable, punctual and predictable attendance.
A minimum of six months experience in customer support with emphasis on Windows 7 is required to be considered as an Entry level tech
A minimum of one year experience in customer support with emphasis on Windows 7 is required to be considered as a mid-level tech
A minimum of two years experience in customer support with emphasis on Windows 7 is required to be considered as an Senior level tech
Qualified candidates should have experience with the Microsoft Office suite and electronic mail systems, particularly MS Exchange.
Troubleshooting and\or personal use of Microsoft Office suite.
Excellent customer service and organizational skills are required.
Two year computer science degree or equivalent or a minimum of 2 years technical experience required.
Some knowledge of LAN/WAN connectivity, Remedy, Mainframe Operations, Telecommunications and Microsoft or equivalent certification is preferred.