Description :

Essential Responsibilities

• Serve as the first point of contact for internal customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions ( password resets, account issues, basic desktop inquiries, equipment requests, etc.)
• Determine the best solution based on the issue and details provided by internal customers
• Walk the internal customer through the problem-solving process
• Direct unresolved issues to the next level of support
• Provide accurate information on IT products or services
• Record events and problems and their resolution in call management system
• Follow-up and update internal customer status and information
• Pass on any feedback or suggestions and suggest possible improvements on procedures

Other Skills and Abilities

• Good understanding of computer systems and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Ability to work weekends
• Desire to gain industry knowledge and training
• Demonstrates initiative in accomplishing goals
• Ability to grow, adapt, and accept change
• Consistently creating a positive work environment by being team-oriented
• Commitment to work over 40 hours to meet the needs of the business
• Ability to interact with all levels of employees in a courteous, professional manner at all times

Education and / or Experience

Skills :

Help desk support, Troubleshooting, Customer service, Windows 10, Active directory, Phone support, Office 365

Additional Skills & Qualifications :

An IT Service Desk Tech must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

They must also be customer-oriented and patient to deal with difficult customers.

About TEKsystems :

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity.

We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia.

As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.

That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Last updated : 2024-05-18