Day to Day:
A client in Phoenix is looking for fully remote tier 1 service desk candidate. The job responsibilities include but are not limited; providing tiered support for call in, email or chat generated incidents. They will be managing the incidents using the incident management, knowledge base, and request fulfillment processes. Then maintaining all entered activity data for timeliness, accuracy, relevancy, escalation, and status. The candidate will intake tickets and be the first remote support person, they will handle calls from the entire organization which includes all the stores, the distribution centers and end users. We are looking for some one to maneuver any IT related issue at its quickest convenience while multitasking. The problems include diagnosing and resolving incidents remotely with functions such as software patching, installing, deinstalling, upgrading, downgrading and hardware repairs, replace, upgrade, install, deinstall. Overall, they are looking for a candidate to grow within the organization and join the team of 19 service desk employees.
6 + months of experience supporting PC software, hardware and peripherals in an office environment as a Service Desk or Help Desk technician
Must have excellent communication and excellent customer service and phone etiquette, professionalism is the most important skill!
A brief understanding of Microsoft Suit tools and familiarity with a ticketing system
Strong customer service orientation
Certifications (A+ & Google)