IT Service Desk

Primarily work in a call-center type of work environment.• Provide technical support over the phone, email, onsite and/or remote on hardware and software issues.• Ability to work flexible hour/s or flexible shift• Determines requirements and/or root cause of technical issues by working with end-user.• Answers inquiries by clarifying issues; researching, and providing information.• Resolves problems by clarifying issues; researching and exploring answers.• Fulfills requests by clarifying desired information; researching, locating and providing information.• Maintains client database by entering information.• Keeps equipment operational by following established procedures; reporting• Ensure escalation situations are managed and corrected quickly and professionally• Drive customer satisfaction through service excellence• Ensure customer calls are properly logged for continuous improvement.• Learn to be proficient in service and repair of all systems (current, new and updates).• Prepare needed daily, weekly and monthly reports.• Handles a team or group of engineers• Responsible for maintaining acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-worker.