CTC Help Desk Specialist II CTCHE014271 Position Available In Madison, Mississippi
Tallo's Job Summary: CTC Help Desk Specialist II provides first-level support for desktop software and hardware issues, communicating through phone, computer, and ticketing systems. Responsibilities include resolving trouble tickets, meeting SLAs, and informing users of important information. Required skills include customer service, communication, and problem-solving. This position requires a flexible schedule and strong knowledge of Microsoft Office. Hiring Equal Opportunity Employer.
Job Description
DescriptionCTC Help Desk Specialist II Journeyman (C.5.2) – Provides first level helpdesk support, via phone, computer, in person, and through centralized ticketing system(s), for issues related to desktop software, hardware and peripherals. Works within the ticketing system to create communicate detailed work logs and technical documentation, escalating issues to Tier 2 as needed, setting customer expectations for follow-ups. Uses appropriate communication and documentation to inform user community and team of important issues and information which will help improve performance.
Responsibilities include but are not limited to:
Receive, analyze and resolve trouble tickets via telephone or emailExperience providing first-level helpdesk support via phone, computer, and through centralized ticketing systems for issues related to desktop software, hardware, and peripherals.
Experience working within the ticketing system to create, communicate detailed work logs, and provide technical documentation, escalating issues to Tier 2 as needed and setting customer expectations for follow-ups.
Experience using appropriate communication and documentation to inform the user community and team of important issues and information which will help improve performance.
Meet all SLAs, KPIs, and standards including productivity, turn time, quality, accuracy and customer satisfactionTimely follow up and follow through of assigned requestsEffectively monitoring and managing assigned work queuesUnderstanding and utilizing all systems within the Help Desk to provide first time resolution to customer requestsUses appropriate communication and documentation to inform user community and team of important issues and information which will help improve performance.
All other duties as assigned
Required Skills:
Excellent customer service skillsExcellent written and verbal communication skillsExcellent organization skillsProblem solving skillsAbility to work with general supervisionAbility to work a flexible, rotating schedule, to support a 24 hours per day, 7 days per week, 365 days per year (including February 29 in leap years); constantly without interruptionAbility to arrive to work on time for all scheduled work days or provide advance notifications for changesStrong knowledge of Microsoft Office (Excel, Word and PowerPoint)
Desired Skills:
2 years of Contact Center/Help Desk or customer service experiencePrevious ATMP Help desk experienceEqual Opportunity EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.
Equal Opportunity Employer — minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.
