HELPDESK SUPPORT
LDS Welfare Missionary
Subject: HELPDESK SUPPORT
USA's most recognized consulting company and recipient of 18 awards of excellence. A Houston FAST 50 and FAST 100 Corporation.
VIP is and SAP Training Partner.
Job Title: HELPDESK SUPPORT
Location: North America / Houston-TX - Galleria Area
Skills required: Troubleshooting and resolving desktop software, hardware, configuration, and other related issues. Customer Service Experience is required
Type: 1099 Contract
Start Date: Inmediately
Skills required: Troubleshooting and resolving desktop software, hardware, configuration, and other related issues. Customer Service Experience is required
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Support Technician
Job Summary
The primary role of the SupportTechnician is to deliver a magnificient customer experience to their customers throughout the corporation. The technician will be responsible for troubleshooting and resolving desktop software, hardware, configuration, and other related issues for users via the telephone, desk side visit, and e-mail request. The different aspects of a Support Technician include: Operations, Client Services Support and Field Services Support.
Essential Job Functions
All aspects of the Support Technician will be responsible for:
• Interview customers (internal and external) to collect information about incidents and lead the customers through diagnostic procedures in order to come to an acceptable resolution.
• Handle problem recognition, research, isolation, customer updates, incident documentation, incident resolution, and follow-up for customer problems.
• Maintain detailed documentation in current Incident Management System database for all contacts, events, communications, and exchanges, troubleshooting steps, research and any other related information without exception.
• Work with other team members and managers in within the ITS Customer Care Center or ITS engineering teams to resolve complex problems.
• Log and track all contact made on any issue using the current call tracking software. Monitor queues between calls or cases to ensure timely response.
• Will ensure resolution in a timely manner of the problem reported by the customer according to Operating Level Agreements.
• Monitor, prioritize, and address telephone and e-mail queues.
• Analyze and evaluate reports and make recommendations to improve performance and enhance standard operating procedures, internal training manuals and work flow.
• Other duties as assigned by management.
Call Center Operations may consist of these responsibilities:
· Effectively troubleshoot customer issues via telephone
· Resolve customer issues regarding but not limited to:
o Windows
o Microsoft Office
o Microsoft Outlook
o Blackberry
o ADP Product Suite
o VPN
o Lawson Product Suite
o eFax
o Internal Applications
· Adhere to performance standards for customer satisfaction, quality of service, productivity, efficiency and adherence
Call Center Account Provisioning may consist of these responsibilities:
• Create/delete/ modify new domain accounts and exchange accounts as requested by managers.
• Contact Network Systems engineers when assistance is needed in creating Administrator Accounts.
• Ensure that all accounts are created in the manner dictated by the Compliance team and the Auditors.
• Responsible for collecting proper authorization for all requests dealing with enabling any domain or exchange account.
• Create an incident for every name submitted by Stewart Employee Service’s via the STG Termination List.
• Responsible for OLA when critical action towards an account needs to be taken such as a request to delete an account and any permission that might allow connectivity to the SISCO network.
• Works closely with the Compliance and Auditors to ensure that any changes to policy or process is followed without exception.
• Responsible for sending notifications on a weekly basis to the Regional Support Centers of accounts that have 45 days of inactivity.
• Responsible for remediation of accounts that need to be marked as an Exceptions account or accounts that need to have the Exceptions removed.
• Responsible for sending monthly notifications of VPN Certificates that will be expiring.
Job Specs
This position will have administrative rights, which is deemed as financial responsibility.
All positions within the Customer Care Center must meet these qualifications:
Ability to provide excellent customer service to all external and internal customers
• Have a clear speaking voice
• Possess excellent communication skills
• Demonstrated proficiency in organizing and prioritizing work
• Ability to adapt with changing environment
• Demonstrated keen attention to detail
• Understand and carryout oral and written directions
• Must be flexible and have a positive attitude as well as the ability to work under pressure
• Ability to work assigned shift which consist of certain scheduled hours between the Call Center operational hours of 7am-7pm CST
In addition to the above, the positions on the Operations team must meet these qualifications as well:
2+ years help desk or technical support experience in a call center environment
Strong oral and written communication skills
Proven analytical and problem solving skills
Knowledge of Core Desktop Technologies: Windows 2003, Windows XP, Active Directory, Microsoft Office suite, Remote Access & Blackberry Product Suite
HDI Support Center Certification desired
Sonia Clayton
Virtual Intelligence Providers, LLC
110 Cypress Station
Level One, Suite 123
Houston - TX 77090
281-350-6862 Main
713-560-5356 Cell
281-350-9873 Fax
sclayton@vip- global.com
www.vip-global. com
VIP is an Award Winning Company:
* Awards of Excellence -Three Consecutive years - by The Better Business Bureau (BBB) -2007, 2008 & 2009
* Sonia Clayton: Hispanic Entrepreneur of the Year - 2007-2008
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