·       Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

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

·       Build rapport and elicit problem details from help desk customers. 

·       Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced 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.  

Job Details

Preferred Candidate