TSR Consulting

Compensation

Full Description

IT Help Desk Remote Long-Term Contract Responsibilities: • Provide Level 1 phone/chat support and meet and/or exceed service level agreements for assigned support tickets • Record requests, incidents and status information through the use of firms ticket handling system • Manage daily individual performance based on key performance metrics including call capture, available time, speed of answer, call/chat resolution and customer service. • Meet and/or exceed service level agreements for all support interactions (e.g., phone, chat, tickets). • Support the implementation and deployment of internal business systems and solutions • Proactively maintain communications with callers through analysis and resolution processes, particularly in difficult customer situations by keeping them informed of the status • Help train and support our new hires via peer advising if required • Ability to work a flexible schedule, including weekend days, to support 24x7 environment. • Utilize and contribute knowledge articles to the knowledge base. Qualifications: • Minimum 1 year experience in Service desk Level 1 support • Bachelor's Degree required • Experience in Service Desk Support and Customer Service Support. • Technical experience in many areas related to hardware, Windows 10, web-based and 3rd party applications, network and remote connectivity, and iOS/Android mobile platforms. • Knowledge of MS Office 2013 Product Suite and Office 365 with extensive knowledge supporting Outlook. • Knowledge in the area of wireless capabilities such as PDA devices, hot-spots and air cards. • Ability to multitask and function in a fast-paced, high energy environment. • Ability to quickly learn and retain information by means of written and verbal instruction. • Ability to demonstrate extensive troubleshooting skills • Strong verbal/written communication, problem solving and organizational skills to support an environment driven by customer service and team work. Ability to build productive relationships with peers. • Act with integrity, professionalism, and personal responsibility to uphold the firms respectful and courteous work environment.