CTC Help Desk Specialist II

CTC 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 email

Experience 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 satisfaction

Timely follow up and follow through of assigned requests

Effectively monitoring and managing assigned work queues

Understanding and utilizing all systems within the Help Desk to provide first time resolution to customer requests

Uses 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 skills
• Excellent written and verbal communication skills
• Excellent organization skills
• Problem solving skills
• Ability to work with general supervision
• Ability 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 interruption
• Ability to arrive to work on time for all scheduled work days or provide advance notifications for changes
• Strong knowledge of Microsoft Office (Excel, Word and PowerPoint)

Desired Skills:

• 2 years of Contact Center/Help Desk or customer service experience
• Previous ATMP Help desk experience