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US-WI: Brown Deer-ATM Helpdesk Support
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JobCircle.Com
Nov 19, 2012, 7:49:33 PM11/19/12
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JobCircle.com is the largest regional job board in the
Mid-Atlantic region, with tens of thousands of job offerings
in PA, NJ, DE, MD, NY, and Washington D.C. To learn more,
visit http://www.jobcircle.com?source=ng
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Job Title: ATM Helpdesk Support
Job Location: WI: Brown Deer
Pay Rate: Open
Job Length: 4-6 months (contract)
Start Date: 2012-11-19
Company Name: TalentBurst
Contact: Brian Gill
Phone: 508-628-7516
Fax: 508-628-7590
Description: Technical Support Representative I - ATM Helpdesk - Responsible for providing level one client support by taking calls, answering email, opening/assigning tickets and answering basic questions and troubleshooting issues within the ATM Helpdesk. Position may also include monitoring ATM connectivity by taking action on various alerts. This position serves as a first point of contact for many high profile ATM clients. Candidate must have the ability to handle multiple priorities in a fast-paced environment GENERAL DUTIES AND RESPONSIBILITIES: · Provide effective customer service in a 24X7X365 environment, by using soft skills and troubleshooting skills to resolve client issues and fulfill requests. · Ability to ask probing questions to gather relevant information on routine and complex calls. · Rotating on-call and holiday support required. · Utilizes knowledge management system when troubleshooting client issues. · Document, track and monitor client incidents and requests in ticketing system to ensure a timely resolution. · Set client expectations for next contact/update when opening/assigning tickets. · Prioritize and escalate support incidents and requests based on business impact and documented guidelines. · Communicate highly technical information to both technical and non-technical personnel. · Recognize trends in helpdesk calls and initiate escalation process · Demonstrates knowledge of basic problem resolution and escalation practices. · Other related duties are assigned as needed. EDUCATION REQUIREMENTS: Associate's degree in IT field or Bachelor's degree from a four year college or university. Entry level, professional role. Basic help desk skills with moderate level of proficiency. Works under close supervision while learning different aspects of level one support. Recognizes importance of customer satisfaction and works towards achieving high levels of customer satisfaction daily. Demonstrates effective customer service through the use of soft skills and troubleshooting skills when dealing with external clients and vendors. Can handle a high volume of calls and is able to resolve a majority of client issues by asking probing questions to define issues. Resolves client issues efficiently and effectively by having a good understanding of different systems, applications and support procedures. Collaborates with team supervisor and peers to resolve more complex and critical issues. With guidance and coaching, can identify and escalate complex issues to level two support areas. With supervision and mentoring, is able to learn and identify root cause of more complex issues and identify troubleshooting steps for future client inquires. Typically requires one to three years of professional work experience and post high school education. Typically reports to a Technology Services Supervisor or Manager.
Please refer to Job code 12-04184 when responding to this ad.
For FASTEST PROCESSING of your resume, please visit http://www.jobcircle.com/classifieds/11310061.html?source=ng to apply online.
**************************************************************
For fastest processing of your resume, this employer asks that
you apply to this job using the URL above.
**************************************************************
JobCircle.com is the largest regional job board in the
Mid-Atlantic region, with tens of thousands of job offerings
in PA, NJ, DE, MD, NY, and Washington D.C. To learn more,
visit http://www.jobcircle.com?source=ng
**************************************************************
Job Title: ATM Helpdesk Support
Job Location: WI: Brown Deer
Pay Rate: Open
Job Length: 4-6 months (contract)
Start Date: 2012-11-19
Company Name: TalentBurst
Contact: Brian Gill
Phone: 508-628-7516
Fax: 508-628-7590
Description: Technical Support Representative I - ATM Helpdesk - Responsible for providing level one client support by taking calls, answering email, opening/assigning tickets and answering basic questions and troubleshooting issues within the ATM Helpdesk. Position may also include monitoring ATM connectivity by taking action on various alerts. This position serves as a first point of contact for many high profile ATM clients. Candidate must have the ability to handle multiple priorities in a fast-paced environment GENERAL DUTIES AND RESPONSIBILITIES: · Provide effective customer service in a 24X7X365 environment, by using soft skills and troubleshooting skills to resolve client issues and fulfill requests. · Ability to ask probing questions to gather relevant information on routine and complex calls. · Rotating on-call and holiday support required. · Utilizes knowledge management system when troubleshooting client issues. · Document, track and monitor client incidents and requests in ticketing system to ensure a timely resolution. · Set client expectations for next contact/update when opening/assigning tickets. · Prioritize and escalate support incidents and requests based on business impact and documented guidelines. · Communicate highly technical information to both technical and non-technical personnel. · Recognize trends in helpdesk calls and initiate escalation process · Demonstrates knowledge of basic problem resolution and escalation practices. · Other related duties are assigned as needed. EDUCATION REQUIREMENTS: Associate's degree in IT field or Bachelor's degree from a four year college or university. Entry level, professional role. Basic help desk skills with moderate level of proficiency. Works under close supervision while learning different aspects of level one support. Recognizes importance of customer satisfaction and works towards achieving high levels of customer satisfaction daily. Demonstrates effective customer service through the use of soft skills and troubleshooting skills when dealing with external clients and vendors. Can handle a high volume of calls and is able to resolve a majority of client issues by asking probing questions to define issues. Resolves client issues efficiently and effectively by having a good understanding of different systems, applications and support procedures. Collaborates with team supervisor and peers to resolve more complex and critical issues. With guidance and coaching, can identify and escalate complex issues to level two support areas. With supervision and mentoring, is able to learn and identify root cause of more complex issues and identify troubleshooting steps for future client inquires. Typically requires one to three years of professional work experience and post high school education. Typically reports to a Technology Services Supervisor or Manager.
Please refer to Job code 12-04184 when responding to this ad.
For FASTEST PROCESSING of your resume, please visit http://www.jobcircle.com/classifieds/11310061.html?source=ng to apply online.
**************************************************************
For fastest processing of your resume, this employer asks that
you apply to this job using the URL above.
**************************************************************
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