Help Desk Support

TEKsystems•Southfield, MI

3d•$27 - $29•Hybrid

About The Position

Users can expect to take anywhere from 10-30 calls a day, the desk takes 800-1100 calls per day. They use ServiceNow as their ticketing system. With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users. This position is 100% on the phones.

Requirements

ServiceNow ticketing system experience
Ability to handle 10-30 calls per day
Ability to work 100% on the phones

Responsibilities

Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area.
Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership.
Utilizes knowledge management tools to help resolve client issues.
Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.
Assists customers in performing basic software installations.
Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.
Escalates trends and outages as needed to leadership and for Service News postings.
Manages time in customer contact center setting and documents time via activity codes.
Utilizes required activity codes to provide awareness of non-phone related activities.