Help Desk Attendant

Overall Responsibility: The Help Desk Attendant role is to manage all procedures related to the identification, prioritization, and resolution of customer requests and including the monitoring, tracking, and coordination of Help Desk functions. In addition, the Help Desk Analyst is to provide technical assistance and manage customer accounts, oversees procedures and processes in managing service calls, generates parts orders and has thorough knowledge in analyzing and troubleshooting hardware problems. Handles confidential information.

Key Tasks and Responsibilities:

·  Monitors assigned help requests. Contacts the customer and evaluates the type of service required to correct the problem(s).

·  Analyzes each service call in order to assess the severity of the problem and assigned the proper technician.

·  Document all pertinent end user identification information, including name, Company, contact information, contract and nature of problem or issue.

·  Works with hardware and repair vendors to ensure that the best quality and pricing of hardware are provided in order to support the contract requirements.

·  Record, monitor & manage all open calls to completion.

·  Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced level 2 or level 3 technician.

·  Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

·  Apply diagnostic utilities to aid in troubleshooting.

·  Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

·  Identify and learn appropriate software and hardware used and supported by the organization.

·  Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

·  Perform post-resolution follow-ups to help requests.

· Evaluate documented resolutions and analyze trends for ways to prevent future problems.

· Responds to customers’ concerns and/or any other negative feedback. Demonstrates care and reassures the customer, and handles the immediate addressing and correction of problems.

· Keeps abreast of all current policies and/or applicable changes that might affect the support of the customer. Identifies process improvements to increase effectiveness and customer satisfaction.
Offers support and assistance to members of other teams/projects within the company as required.

· Perform additional, related responsibilities as assigned.

 

Special Requirements, Skills and Attributes:

· Excellent verbal and written communication skills

· Must posses dynamic customer service skills

· Team-oriented personality

· Well-developed interpersonal, organizational, and problem solving skills

· A positive attitude is a must

· Proficient in Microsoft Excel, Word, PowerPoint, and Outlook.

· Good working knowledge of equipment, including PC’s, printers and laptops.

· Ability to operate a computer and applicable software packages

 

 

 Experience Requirement:

Any combination equivalent to:

·  An Associates Degree in Computer Technology

·  A Minimum of 3 Years Help Desk Experience

·  A Strong IT Background, at Least 4 Years of Experience

·  A+ Certification  or Equivalent