Job Overview

Company:
Six Dimensions
Title:
Managed Services Operations - Intermediate
Skills:
Help Desk Specialist
Date Posted:
7-25-2014
Location:
Bentonville, AR
Area Code:
859
Employ. Type:
CON_CORP CON_IND
Pay Rate:
$22/hr inclusive
Job Length:
1 year
Position ID:
853
Dice ID:
10120694
Travel Required:
none
Telecommute:
no

Contact Information

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Job Description

  • Managed Services Operations - Intermediate
  • Bentonville, AR

Interacts with customers and company representatives to document and support service. Help desk specialist report to the Customer Operations Manager but will take directives from the Site Operations Manager. Analysts are the core component of the site operation since they handle all incoming calls from customers.

Imaging knowledge helpful!

5 day week


ROLE & RESPONSIBILITIES:
General responsibilities include but not limited to:
•Handle incoming customer calls
•Gather information about the customer’s problem
•Create a ticket for all customer inquiries
•Perform troubleshooting and problem resolution
•Communicate resolution to customer
•Perform problem resolution follow-up
•Provide first-level and second level user administration support
•Active Directory user administration tools,
o network drive mappings,
o printer mappings
•Provide first-level and second level application software support
o Windows applications
o MS Office and Outlook
•Provide first-level and second level network support
•General network trouble shooting
o Remote Access Services via VPN or Dial Up
•Provide first-level and second level general trouble shooting
o Printers, MFP, Scanners and Fax equipment
•Provide status to pending trouble tickets in a timely fashion, per policy
•Review all open tickets on a regular basis and follow up
•Identify responsible group for problem resolution when necessary
•Escalate or transfer a problem to the next level when necessary
•Document and communicate steps taken in troubleshooting process
•Provide accurate information and documentation in the ticket
•Close all tickets when problem resolved satisfactorily
•Provide customer with ticket information and ticket number
•Provide customer with ticket status when requested
•Follow-up with customer when tickets are resolved in order to close ticket
•Maintain and improve knowledge of Help Desk procedures and tools

EXPERIENCE AND BACKGROUND:
Candidates will possess a high school diploma or equivalent. Candidates with college degree and/or five (5) or more years of direct customer help desk experience in copier/printer environment is preferred. Excellent customer service focus and outstanding communication skills are essential.

•Provide outstanding support by meeting customers needs in a courteous and timely manner.
•Requires experience in setting goals by defining and prioritizing specific, realistic objectives.
•Requires experience using Microsoft Excel (Intermediate-to-Advanced skill level)

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