Description:
The Rimkus IT Department is looking to fill a position for our IT Helpdesk. In this role, you will provide support to the entire IT department. This position will serve as the first point of contact for customers seeking technical assistance over the phone or by email. Performing remote troubleshooting through diagnostic techniques and pertinent questions. Determining the best solution based on the issue and details provided by customer.
- Deliver outstanding customer service by accurately and efficiently assigning all ticket requests including new requests, rescheduling, work stoppage, licensing, sign-in, and recovery.
- Answer incoming phone calls and document what the user is reporting/requesting.
- Coordinate a date/time with the user and Service Desk Tech for a callback.
- Assign incident & service request ticket(s) to a Service Desk Tech with detailed information on the issue/request, plus notes on the agreed-upon callback date/time.
- Create Outlook Calendar invites for the users and Service Desk Techs.
- Answers direct E-mails from users that come into the Service Desk and create tickets with proper documentation.
- Help direct users to self-service options – Walkthrough steps if necessary.
- Manage the Unassigned queue in FootPrints – Schedule times with users and Techs (oldest to newest).
- Follow up with technicians on assigned, incomplete tickets and determine if they need to be escalated.
- Obtain process documentation and create Knowledge Base articles, following the Rimkus standard How-to template.
- Additional responsibilities will be assigned by management.
Qualifications:
- Must have experience with Office 365.
- Must have experience with SharePoint.
- Must possess exceptional organizational skills.
- Must possess a high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact, and diplomacy.
- Must possess an ability to interact and communicate with individuals at all levels of the organization.
- Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software (MS Word, Excel, Access, and PowerPoint).
- Work requires continual attention to detail in composing, typing and proofing materials, establishing priorities and meeting deadlines.
- Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.
- 2+ years of customer service experience, High school diploma – Helpdesk or Call Center experience is a plus.