What are the responsibilities and job description for the NON IT NON CSR Help Desk position at Ask Staffing?
All candidates must be directly contracted by ASK Consulting on their payroll and cannot be subcontracted. We are unable to provide sponsorship at this moment".
Job Tit le : Help Desk
Location : South Jordan UT 84095
Duration : 12 Months
Pay Range is $20 to $21 / hr. on W2
Job Description :
The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline / automate agent process.
Responsibilities include :
- Demonstrate strong customer service skills to provide phone support including :
- Listening to the customer to gain an accurate understanding of the situation
- Being empathetic to the customers situation and having a sense of urgency to resolve the issue
- Producing accurate, detailed documentation at the client, problem and incident level
- Resolving conflict
- Responsible for high quality end-user technical support, related to enterprise software and hardware
- Responsibilities include assessment, triage, research, training / education and resolution of incidents and requests regarding the use of application software products and / or infrastructure components in a fast paced 7x24x365 environment.
- Under general oversight, provides after hours and weekend support as needed.
- The position requires attention to detail, follow through, teamwork focus and positive attitude.
- An understanding of technology and the ability to apply that knowledge to support all existing systems
- Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and / or in person
- Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptly
- Identifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situations
- Provides investigation, diagnosis, resolution and recovery for hardware / software problems
- Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware / peripherals and software
Qualifications :
About ASK : ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities
ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.
Salary : $20 - $21
