IS&T HelpLine

Services and Deliverables

The contracting staff is to provide first tier information technology support to internal employees, contractors, and vendors. The performance is to be kept within KPIs as defined by the IS&T HelpLine. This includes, but is not limited to standards surrounding:

• Punctuality and attendance
• Customer satisfaction surveys (CSAT)
• Average call/chat duration (ACD)
• Average after call/chat work (ACW)
• Quality assurance scores
• Incident handling

Scope

• Provide help desk technical support via telephone, chat and/or email for Client employees and contractors. Perform impact assessment and troubleshooting according to established procedures. Document problems, troubleshooting steps, and resolutions
• Assist in management of support cases and advocate for the caller. Own the issue and facilitate technical support from the initial contact to resolution
• Provide customer support in accordance with HelpLine policies, practices, and expectations
• Assist in management of support cases hierarchical and functional escalations

Timeline

Duration of the project is estimated to be six months. The project start date is TBD.

Location

Work will be onsite Elk Grove, CA

Delivery/Performance Schedule

The Services and Deliverables will be reviewed by vendor to ensure proper performance is being met.

Key Qualifications

• Motivation and ability to work as part of a distributed team
• Good interpersonal communications and customer service skills
• Excellent English-language oral and written communications skills
• Excellent telephone and email etiquette
• Excellent time management and multi-tasking skills
• Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly

changing environment

• Ability to maintain composure and customer-service focus in stressful situations
• Strong troubleshooting and problem resolution skills
• Conceptual understanding of IP networking and basic network troubleshooting

skills

• Conceptual understanding of multi-tiered and web-based information systems

architecture

• Experience providing hardware and software technical support for Macs, iOS

devices, Apple Watch, and Apple TV

• Experience using an IT service management or CRM system for tracking

technical support cases

• Experience using a knowledge base system

Preferred Skills

• Cisco CCNA certification or working towards certification