HelpDesk / Call Center / Customer Service at Montvale

Job Description

Provide daily phone support for all end users within the Firm for all components of the IT infrastructure and Application Support. This will include guidance, assistance, coordination and follow-up on questions, problems on all system applications, hardware and software. 100% phone support required. Manage own daily individual performance measured by call capture, available time, speed of answer, and call resolution and customer support. 70% overall daily availability to answer calls is required. Ability to work in high stress, high call volume environment Record problem systems and status information through the use of REMEDY. Confer with NSC management staff to apply information, systems and technology solutions to callers.. Troubleshoot workstation access, applications software and functional application support, using knowledge of network operating systems or notifying the appropriate support organization. Support the implementation and deployment of internal business systems and solutions. Maintain technology guidelines, operating procedures and support documentation. Proactively maintain communications with callers through analysis and resolution process particularly in difficult customer situations, to keep them informed of status. Provide follow-up once resolved to ensure customer satisfaction. Documentation of resolutions and submission to Knowledge Base. Provide resolution and support documentation. Perform related duties as assigned or requested

Skills : Exposure to customer service, call center or help desk environment Keep current with alternative information systems and technology and make recommendations consistent with the FirmÂ’s business and systems strategies. Technical experience in many areas of networking and software e.g. LAN, WAN, servers, Office apps and 3rd party apps.. The current environment of PC, the various levels of Network Operating software, the various levels of desktop software, e.g. XP, Vista, MS Office 2003 & 2007 and Internal applications.

 

Job Requirements

MS Office & Remedy proficient. Looking for personality vs. technical, must be proficient in English, IT background( prefers 1-2 years’ experience with helpdesk or recently graduated student), looking to fill spots within 2 weeks( his turnaround time is 2 days MAX),strong customer service skills

 

Country: USA, State: New Jersey, City: Montvale, Company: DISYS.