Title: IT Help Desk

Location: Norcross, GA

Duration: Contract

Position Performance Measures

• Number of calls per hour.
• Percentage of escalated calls.
• Not-ready percentage.
• Ability to meet quality call requirements.
• Length of call.
• Team Customer Satisfaction Score.
• Team Service Level

Responsibilities: Answer inbound technical questions from customers and gain an understanding of each situation. Troubleshoots issues to find solutions and partners with customers to solve issues together. Confirm that the solution worked properly before ending the call.

• If unable to resolve customers' issues using information supplied in the Service Now Knowledgebase, the agent will seek help from Support Analyst II and/or the Development team (Swarm) to further analyze and find the root cause and potential workarounds.
• Agent will apply fix or workaround discovered during “swarming” with Support Analyst II/Developers.
• Agent will create new knowledge base articles outlining the fix/workaround discovered during “swarming”.
• If the issue is determined to be a software defect the agent will fully document the issue, troubleshooting, and root cause analysis steps followed by Support Analyst II/Developers and assign the Service Now Incident to the right development track for defect creation.
• Ensures positive customer experience by de-escalating customer issues and concerns. Instructs customers on proper usage of the software and hardware. Acts as a customer advocate in addressing concerns and resolving issues. Instills confidence in the customers that concerns will be addressed properly and with urgency.
• Ensures prompt and correct resolution of customer incidents with a high degree of ownership. Reports network events upon occurrence to leadership. Notifies proper leadership of customer escalations and dissatisfaction promptly.
• Follows ticket management policy as documented including, entering the required information into the system, selecting the right urgency level, selecting the correct categorization and subcategorization for the Incident, and ensuring the proper team members are included in communications.
• Follows call management policy as documented including resolving calls promptly and accurately, following up with cases, and working with management when needed.
• Follows the established attendance and schedule policy.
• Works to consistently improve call handling and resolution processes by following the established quality assurance guidelines and expectations to deliver stellar customer service including first-call resolution and total case ownership.
• Works with team members to develop, approve, confirm, and support problem resolution databases (Knowledgebase) by making entries to improve the process.
• Interprets, analyzes, diagnoses, documents, and resolves customer service problems related to internally supported hardware, software, LANs, and WANs with the goal of closing calls.
• Using the incident/problem tracking system, accurately documents all incoming calls, keeps tickets and customers updated on their issues/requests, and documents all call resolutions.
• Keeps support team and management apprised of any new support issues clearly and promptly.
• Performs other job-related duties as assigned or apparent.
• Dispatch hardware problems to the right hardware vendor
• Help customers with “How-To” questions.
• Contact external customers to foster improved communications and satisfaction levels with computer equipment and software.
• Continuously improve customer satisfaction indexes.
• Other duties as assigned.

Experience, Education, and Abilities:

Education:

• 4 years of experience in a help desk/call center.
• College Degree or equivalent work experience required.
• HDI certified (customer service, support center analyst, or desktop support technician) and ITIL Foundations certification is a plus.

Experience:

• 1 year of experience with incident and problem-tracking service management software.
• Experience with SQL commands and database manipulation.
• Experience with automated call distributor phone systems.
• Experience with knowledge-centered support (KCS) principles.
• Familiarity with Linux Systems a plus.
• Experience with troubleshooting network-related issues (client connectivity).
• Experience with Active Directory and Microsoft Office Products – O365 is a plus.

Work is performed in a call center environment.