What are the responsibilities and job description for the Service Desk position at TRA'BIAN ENTERPRISES?
LOCATION: Columbus, Ohio
POSITION TYPE: 6 – 12 Month Contract
POSITION TERMS: Mostly remote; Required to be In Office 1 day per month
Candidate must be able to provide laptop/computer, USB headset, and a consistent internet connection for the work.
Must be able to provide access to a computer as well as a consistent internet connection.
Receive telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
Have the ability to train and lead other team members and new team members on technical procedures and development
Report Incident Management to the Management Team and escalate any discerning technical issues
Ascertain the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.
Escalate problems in accordance with defined procedures.
Assist users through problem solving steps.
Use technical databases to research problems and talk with co-workers to research problem and find solution.
Provide accurate and complete answers to general use and administrative environment questions
SKILLS:
Expert in Microsoft O365, ability to type 40 WPM, excellent time management Required
Previous experience in training new associates or leading in a call center environment Required
Experience with ServiceNow, Salesforce or similar ticketing system. Highly desired
4-year college degree or equivalent technical study preferred; may accept equivalent work experience. Required
Years of Experience in Call Center Support Required 3
Experience in Help Desk technical Support Required 1
POSITION TYPE: 6 – 12 Month Contract
POSITION TERMS: Mostly remote; Required to be In Office 1 day per month
Candidate must be able to provide laptop/computer, USB headset, and a consistent internet connection for the work.
Must be able to provide access to a computer as well as a consistent internet connection.
Receive telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
Have the ability to train and lead other team members and new team members on technical procedures and development
Report Incident Management to the Management Team and escalate any discerning technical issues
Ascertain the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.
Escalate problems in accordance with defined procedures.
Assist users through problem solving steps.
Use technical databases to research problems and talk with co-workers to research problem and find solution.
Provide accurate and complete answers to general use and administrative environment questions
SKILLS:
Expert in Microsoft O365, ability to type 40 WPM, excellent time management Required
Previous experience in training new associates or leading in a call center environment Required
Experience with ServiceNow, Salesforce or similar ticketing system. Highly desired
4-year college degree or equivalent technical study preferred; may accept equivalent work experience. Required
Years of Experience in Call Center Support Required 3
Experience in Help Desk technical Support Required 1
