Position: IT Customer Support Representative
Duration: 1 Year
Location: Painted Post, NY
Hours: Monday - Friday 3:00 PM to Midnight (00:00 AM)
***Bilingual Spanish/English language required*** Verbal & Written
Job Description:
- The IT Service Desk Agent will provide technical assistance and support for incoming requests and problems related to computer systems, software, hardware, mobile devices, and infrastructure.
- The candidate will possess and aptitude for working with Microsoft-based applications, with emphasis on Windows 7 and Office suites. Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes.
- Problems\requests range from simple to complex; the candidate will analyze each request or symptom(s) and provide optimum resolution\fulfillment for each customer in a prompt and efficient manner.
- Performance is measured on a variety of Key Performance Indicators (KPI's), including First Call Resolve (FCR), SLA, and customer services.
- The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines.
- This role requires the ability to interact professionally with a diverse group of customers, team members, managers and subject matter experts.
- The IT Service Desk Agent will take ownership of follow up status and communicate progress regularly to both their customers and leadership (when requested).
- Excellent communication skills, phone presence, organizational skills, and multitasking are necessary attributes to meet the expectations of the position.
Must Have: Strong technical skills, customer service background, excellent communication skills, ability to multitask.