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Job Category:

Technology Requisition Number:

HELPD002295

Job description: Successful candidates will provide customer service and technical Help Desk support to the end-user community on hardware, software, and general questions and/or issues. Under general supervision, candidates will interface with multiple levels of users to identify customer needs, clarify information, research, and provide solutions and/or alternatives to customer issues.

Duties and Responsibilities:

• Receive client queries regarding system problems or general inquiries by phone, e-mail or via web-enabled access.
• Log incidents and service requests into the ServiceNow incident management system.
• Collect information regarding the incident or service request and documenting details of the issue/question and troubleshooting steps performed into the incident management system.
• Provide troubleshooting and resolution via phone, e-mail or remote connectivity tools for software, hardware, network/communications issues, and customer specific applications.
• Resolve incidents or service requests immediately or by escalating it to the appropriate technical support staff or service group when necessary.
• Track the incident or service request activity to maximize timely completion.
• Follow up with customers to ascertain job satisfaction verbally or through email.
• Meet and maintain internal performance targets and customer service level targets as identified by customer agreements and/or Help Desk management.
• Perform routine tasks and new assignments as assigned by the Contract Team Lead, Help Desk Manager or Program Manager.
• Other duties as assigned.