Posted: Sunday, June 11, 2017 11:42 AM
Position SummaryCoordinates, processes and resolves incidents and requests related the support of technology products, infrastructure, business processes and enterprise services. Takes full responsibility for handling customer interactions through satisfaction with established policies, procedures and service levels.Essential Duties Engages in effective interactions with customers and service groups to coordinate the fulfillment of requests and resolution of incidents. Uses knowledge management techniques to advance own learning to enable initial diagnosis of related issues and advises customers on known solutions where applicable. Provides information related to status updates, error resolution, changes in availability and facilities. Assists users in more efective use of information technology processes, products and services. Executes core processes and procedures related to service operations and documents diagnostic information, analysis, activities, progress and resolution. Uses IT Service Management tools and techniques available to monitor, process and report on activities related to service levels.Qualifications & Experience Must have a minimum of 1-3 years experience working in Service Desk, Help Desk, Call Center of Customer Support related position. Strong understanding for information technology systems including end-user computing devices, software, applications, and basic network systems. Ability to learn quickly, advance knowledge and broadly apply new concepts to satisfy various customer issues and requests. Demonstrated working experience balancing multiple priorites and shifting focus to meet the demands of the business. Must have excellent customer service skills and focus with demonstrated experience working with customers to diagnose and resolves problems. Excellent interpersonal, communication and problem solving skills with a clear understanding for the value of customer convenience and experience.Education Minimum Associate Degree in Information Technology or other related certification programs strongly desired. Related certifications preferred: ITIL, Help Desk Institute (CSS, HDA),CompTIA (A+, Network+), Microsoft, Google**RL Canning is an Equal Opportunity Employer. All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, age, physical or mental handicap unrelated to ability, or an unfavorable discharge from military service.
• Location: Springfield
• Post ID: 66954928 springfieldil