What are the responsibilities and job description for the IT Service Center - Help Desk position at Proteam Solutions?
Job Description
Job Description
IT Service Center is responsible for resolving customer / client technical issues and responding to inquiries in accordance with service level objectives, processes and procedures. Serves as liaison between customer / client and IT to resolve business issues related to technologies. Examples of these technologies include break fix issues with customer ordering, issues with advanced reporting, and login issues to ordering applications.
Provides a positive technical support experience through handling concerns in a highly professional manner.
Answers questions regarding system procedures, online transactions, systems status and downtime procedures.
Partners with end users to correlate business requirements to technology solutions.
Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service.
Confers with end users and technology teams to resolve incidents. Ability to work independently or via a team collaboration process.
Fully document all cases in call tracking software and escalate to appropriate queue.
Has working knowledge and understanding of Microsoft Technology (O365, MS Teams, OneDrive), User Account Management (password resets / unlock), and customer IT support experience.
Skills :
Analyze issues by probing, triage and documenting all findings to gauge and facilitate the most appropriate response.
Handles call professionally during all interactions and provide prompt and efficient support.
Applies standard concepts, principles, and technical capabilities to perform routine tasks.
Achieve or exceed the targets set based on the standard outlined KPI.
Work with Office 365 Apps and Microsoft Teams
Works on projects of various scope and complexity.
