What are the responsibilities and job description for the Deskside Support position at Sira Consulting Inc?
Responsibilities:
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Classify Service Calls according to the specified options
- Route problems to 3rd level IT support staff using knowledge base articles
- Coordinate with level 3 and support staff that provide hardware / software / network problem resolution.
- Use the SOAR to document and manage problems and work requests and their respective resolutions and circumvention's
- Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
- Troubleshoot client software and basic network connectivity problems remotely using remote access tools
- Identify, evaluate and prioritize customer problems and complaints
- Participate in on-going training and departmental development
- Maintain quality standards for incident documentation and phone calls
- Skills
- Customer-focused
- Thorough knowledge of troubleshooting remote access issues
- Excellent communication skills, (active listening skills)
- Able to articulate and speak with clear voice
- Diplomatic and must have interpersonal skills
- Able to understand the business’s objectives
- Able to understand and accept that the Customer’s issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field
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Job Type: Contract
Pay: $21.00 - $25.00 per hour
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: On the road
Salary : $21 - $25
