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IT Help Desk Support

Posted: 11/08/2020

Contact Center Help Desk Representative Assists internal and external customers with technical and IT issues and questions. Essential Responsibilities Respond to requests for technical assistance via phone, email, chat and in person. Diagnose and resolve technical hardware and software issues. Research questions using available information and resources. Advise user on appropriate action needed. Follow standard help desk procedures. Log all help desk interaction through motion. Administer help desk software as needed. Redirect any unresolved issues to the correct department for follow up. Identify and escalate situations requiring urgent attention. Track and route problems/requests to completion. Prepare activity reports. Other duties as assigned. Qualifications Customer focused attitude and willingness to help others. Excellent Verbal, Written communication skills. Exceptional listening, questioning and deductive reasoning skills. Ability to identify and solve issues with both hardware and software. Accurately process information and tasks. Computer and telephony systems experienced. Problem solving skills to determine root causes. Must be able to work with limited supervision. Must be available to work a flexible schedule to accommodate the business needs.

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