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Malvern Pennsylvania Contract Posted: Friday, 14 September 2018
 
 

Responsibilities

  • Provide first level contact and convey resolutions to customer issues
  • Properly escalate unresolved queries to the next level of support
  • These types of issues include but are not limited to password resets, account unlocks, kill sessions, printer restarts, VPN error messages, MS Outlook, device OS issues, website connectivity and other windows or proprietary logon issues.
  • Track, route and redirect problems to correct resources
  • Update customer data and produce activity reports
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Utilize excellent customer service skills and exceed customers' expectations
  • Ensure proper recording, documentation and closure
  • Recommended procedure modifications or improvements
  • Preserve and grow your knowledge of help desk procedures, products and services

Requirements

  • Proven working experience in providing service desk support
  • Working knowledge of help desk software, databases and remote control
  • Experience with Service Now and Cherwell
  • At least 2 years' experience working in a service desk
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • Associate Degree or equivalent experience

Malvern Pennsylvania, United States of America
IT
Recruiter
NT
9/14/2018 8:02:29 AM

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