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IT Service Desk Agent - L1

Job in Frisco - Collin County - TX Texas - USA
Full Time, Contract position
Listed on 2019-09-24
Salary 43.452380952381 USD Hourly USD 43.452380952381 HOUR
Job specializations:
  • Support/Help Desk
    Call Center Support, Entry Level Customer Support
  • Customer Service
    Call Center, Customer Service Rep
Job Description & How to Apply Below
Position : Service Desk - Analyst
Location: Frisco, Texas
Duration :: Long Term Contract

Responsibilities:

 Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
 Receiving, logging and managing calls from internal & external staff via telephone, email or chat.
 Able to recognize situational trends and call team and management attention to them
 1st line support - troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and Printers
 Troubleshoot basic network and VPN issues
 Escalate unresolved calls to next level
 Log all calls in the Service Desk Call Logging system
 Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
 To maintain a high degree of customer service for all support queries and adhere to all service management principles
 Basic knowledge and troubleshooting skills for  MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
 Provide supporting stats for the weekly Service Desk report on call trends
 Generating support documentation to assist staff with requests for information & provide input for staff training as required
 Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, creating Distribution Lists, etc.
 Blackberry and Smart Phone account management and provision
 Flexibility to work in a 24x7 work environment.

Qualifications:

 BS graduation with 1 year of minimum IT Service Desk and/or Call Centre experience required
 An ITIL qualification is preferable but not essential
 MCP/N+/A+ certification would be desirable

Requirements

 Excellent communication skills and telephone manner.
 Excellent organizational skills
 Incident Management experience – Managing incidents including business expectations and communication
 Strong knowledge of operating systems with emphasis on Windows 7, Windows XP, Mac OS, Microsoft outlook, Internet issue, Slow performance.
 Self-motivated achiever who gains satisfaction from providing excellent customer service
Position Requirements
High School,   Less than 1 Year work experience
Qualifications:

 BS graduation with 1 year of minimum IT Service Desk and/or Call Centre experience required
 An ITIL qualification is preferable but not essential
 MCP/N+/A+ certification would be desirable
Contact Information
Contact Name: Quantum World Technologies Inc.
Contact Phone: 786-752-7136
Preferred method of contact: Email with CV via Application Box below.
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