IT Help Desk (Remote)

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. Qualifications ● Bachelor’s Degree in related field or equivalent work experience ● Minimum of 2 years in a Global IT Service Desk or End-User support role ● Strong English communication, problem solving and analytical skills ● Experience with ITSM Tool (ServiceNow, BCM Remedy, etc) in a multi-vendor environment preferred ● Applicable technical certifications preferred ● Candidate must be amenable to flexible scheduling ● Work from Home Ready (with minimum 15mbps internet connection) Responsibilties ● 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. #PSI2 Job Types: Full-time, Contract Pay: $20.00 - $22.00 per hour Work Location: Remote Apply tot his job Apply To this Job