What are the responsibilities and job description for the IT Help Desk Technician position at Randstad?
- Responsible for the remote support to users with technical problems and information technology issues experienced by Customers using Clients Connect ordering systems.
- Provide technical resolution that includes but is not limited to the following:
- Identify, research, and resolves technical problems, timely response to telephone calls and Chat Support, email and personnel requests for technical support.
- Accurately document, track, and monitor the reported problems/issues to ensure a timely resolution via Salesforce
- Escalate important or reoccurring issues causing impact to Service Levels to the department Business Analysts and Team Leads
- Work in various inbound call queues as assigned by Workforce Management
- Able to function independently and produce results that meet standards of quality, timeliness, and acceptability
- Consistently meet department KPI Metrics (including Call Quality, Service Levels, Issue resolutions, Schedule Adherence, and Attendance)
- Special projects and other duties as assign
- Remote Desktop Troubleshooting
- Technical support, customer service, and software or mobile device support experience.
- Strong customer service and troubleshooting skills
- Ability to communicate technical information verbally to a wide range of end-users
- Strong attention to detail, with a focus of rapport-building, listening and questioning
- Ability to communicate technical information to both technical and nontechnical audiences
Salary : $22 - $24
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