Helpdesk Technician II

Stefanini Group • Detroit, MI

6h

About The Position

Provide professional end-user support via telephone, email or web submits. Provide restorative or maintenance actions to resolve end-user problems. Responds to end-user problems based on standard procedures. Track incidents and calls, including but not limited to, entering data into the database timely and accurately. Ticket Dispatcher - Responsible in distributing tickets in the queue and checking ageing tickets. Process P1/P2 tickets - Issue that needs immediate assistance.

Requirements

• Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.
• Must have at least 2 years Technical Support experience.
• Excellent in oral and written English communication.
• Excellent customer service skills.
• Must consistently meet or exceed the required performance criteria.
• Able and willing to make several calls a day when necessary.
• Familiarity and good working knowledge in PC hardware and software troubleshooting.
• Shift flexibility and schedule adherence are required for the position.

Nice To Haves

• Bachelor's degree or vocational in IT-related courses is a plus.
• Prior Software Application support (e.g. Outlook, etc.) experience is a plus.
• Prior BPO experience in Technical Support is a plus.
• Familiarity with ticketing system, a strong advantage.

Responsibilities

• Provide professional end-user support via telephone, email or web submits.
• Provide restorative or maintenance actions to resolve end-user problems.
• Respond to end-user problems based on standard procedures.
• Track incidents and calls, including entering data into the database timely and accurately.
• Distribute tickets in the queue and check ageing tickets.
• Process P1/P2 tickets requiring immediate assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree