Description
Position: Call Center Helpdesk Support Professional- CTH
Location: Franklin Park, IL
Contract Rate: $23-35/hour
*This is a 6+ Month Contract position*
Position Overview:
Esteemed Financial Firm located in Franklin Park, IL is seeking a Call Center Help Desk Support Professional who is a sharp go-getter, well organized, and with good communications skills. This is a Level 1/Level 2 end user support position covering desktop, laptop, mobile etc. The candidate will assist with troubleshooting problem areas over telephone, or by email in a timely manner, resolve issues or escalate problems to supporting staff.
Responsibilities
Accountable for taking calls to ensure our customers have the quickest and best possible service.
Accountable to perform remote analysis, diagnosis and resolution of infrastructure and software related issues for end-users.
Accountable to recommend and implement corrective solutions to ensure quick and accurate service delivery.
Accountable to maintain, monitor and troubleshoot end-user workstations and related software to meet or exceed desktop service levels.
Accountable to collaborate with internal and external technicians to ensure efficient operation of the companys end user infrastructure and applications.
Accountable for receiving and respond to incoming calls and/or e-mails regarding Workstation, application or infrastructure related issues.
To answer and perform software move, add, and change (MAC) requests as they are submitted by managers, while assisting in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
Develop, update and communicate process and procedural documentation within corporate SharePoint system.
Serve as an information hub to route internal and external requests to the appropriate support staff and follow the escalation structure when applicable.
Maintain an efficient and structured incident escalation process which minimizes resolution times and properly transfers issues to the most capable support resource.
Resolve as many issues and problems at first call, tracking metrics and documenting incidents through the ticketing system while including valuable information for the next level support function.
QUALIFICATIONS:
2+ years working experience with an enterprise class call center ticketing system (Remedy, CA-Service Desk, Service Manager, etc.)
2+ years experience in a Call Center position.
2+ years of DNS, DHCP and Active Directory technologies
2+ years experience in a technology position with a broad knowledge of end user support of desktop, laptop and distributed systems.
2+ years experience in Microsoft Desktop Operating Systems including Windows XP and Windows 7
Technical skills through understanding of Windows based PC hardware, peripherals and networking.
Excellent understanding of Call Center operations
Excellent verbal and written communications skills with technical and non-technical staff and end-users.
Excellent customer service skills, including empathic listening skills
Excellent follow up skills to see task through to resolution and communicate problem status to end users and management such as notification of completion, notification of delay and explaining rationale.
Knowledge in the following technologies: Microsoft Windows XP/7, Office Professional (Outlook, Word, Excel, Access, PowerPoint), VPN and remote access clients, mobile devices, Microsoft
Internet Explorer, Adobe Acrobat, Antivirus client software, imaging tools (Ghost, etc.), software distribution tools (System Center Configuration Manager, etc.)
Tagged as: application support, call center, desktop support, end user support, help desk, it support, linux, networking, Remedy, service desk, windows, windows support