City
Irving

State
TX

Job Type
Full-Time Temporary

 

Desktop Support

Project: SQL experience; review and provide update for tickets and problems; use Remedy to provide through updates; interface with clients in meetings and via email

Details of this position

Responds to solution/product inquiries via telephone, email, or ticketing system; Provides timely & effective technical resolution of problems or escalation on behalf of customer to appropriate higher-level technical personnel. Troubleshoot reported software, hardware, network problems when they relate to desktop computer and peripherals; Provides case status updates to all necessary parties. Ensure customer satisfaction by advising customers on preventive measures, appropriate solutions and configurations which may impact product performance. 24/7 operation - 8 working hours shift

Troubleshoot and perform root cause analysis of reported incidents when they relate to desktop computer and peripherals

Responsibilities/Summary

  • This role requires inboard and outbound calling; handling customer issues; will work with customers and other team members
  • Troubleshoot and perform root cause analysis of reported incidents when they relate to desktop computer and peripherals, also dialing in the desk phones.
  • Update 35 or more incidents per day
  • Client Escalations follow up
  • Point of contact for client and customer escalations
  • Review incidents and escalations
  • Provides case status updates to team. Ensure customer satisfaction by advising customers on preventive measures, appropriate solutions and configurations which may impact product performance. 24/7 operation - 8 working hours shift

Prerequisites

  • Must have a minimum 1 year of scripting (modify and run SQL)
  • Have level 2 phone support experience
  • Remedy experience preferred
  • Must be able to interface with clients in meetings and via email

Schedule:

Sunday - Thursday ( 8 am - 5 pm )
Tuesday - Saturday (8 am - 5 pm)
Schedules are subject to change based on customer needs as assigned by manager





INDPIT


Job ID 0069 / Posted Posted 4 Weeks ago
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