Randstad Helpdesk Support in Cypress, California
Tuesday, October 11, 2016
The Helpdesk Support Analyst acts as primary contact for all Information Technology (IT) customers.
Responds to all customer inquiries, including technical assistance, best use of product, additional products and services. Provides outstanding customer service to computer users. Provides first level technical solutions, either by telephone remotely or onsite, according to established service levels. Offers a single point of contact and ensures that all support requests are recorded in a timely, courteous, and accurate manner. Escalates issues within the IT department to ensure issues that cannot be addressed at first level are responded to timely, working to maximum uptime for customers. Follow-up on tickets resolved by IT teams to ensure customer satisfaction with result and service. Liaison for Level II Information Technology support. Executes monitors and completes assigned tasks on multiple computer systems and platforms. Documents and maintains shift documentation
High school graduate or equivalent.
35 wpm typing.
One to four years experience technical customer support (including large enterprise technical call center and/or computer network center operations).
Three or more years experience technical customer support (including large enterprise technical call center and/or computer network center operations.)
Certificate for Support Desk best practices.
Experience supporting Active Directory, Windows and iOS, and some imaging.
Experience of Remedy or similar call tracking software
Experience with Surface Pro a plus.