Job Description:

PC Refresh Help Desk Analyst -

Answers and documents (Using Service Now) inbound technical questions from customers pertaining to their refreshed PC and gains understanding of each situation. Troubleshoots issues to find solution and partners with customer to solve issue together. Confirms that solution worked properly before ending call. Escalates technical system situations to appropriate agents as required.

Follows the established quality assurance guidelines and expectations to deliver stellar customer service while meeting documented Service Level Agreements.

Using Service Now, accurately documents all incoming calls, keeps tickets and customers updated on their issues / requests, and documents all call resolutions.

Ensures positive customer experience by de-escalating customer issues and concerns. Instructs customers on proper usage of the software and hardware. Acts as customer advocate in addressing concerns and resolving issues. Instills confidence in the customers that concern will be addressed properly and with urgency.

Ensures prompt and accurate resolution of customer incidents with a high degree of ownership. Reports network events upon occurrence to leadership. Escalates phone call if unable to resolve issue until problem is resolved to the caller's satisfaction. Notifies appropriate leadership of customer escalations and dissatisfaction in timely manner.

Works to consistently improve call handling and resolution processes by following quality assurance guidelines and expectations to deliver stellar customer service including:
first call resolution and total case ownership.

Works with team members to develop, approve, validate, and maintain problem resolution databases by making entries to improve process.

Experience in a PC Refresh Help Desk.

1 year or more experience in entering information in a ticketing system (Service Now, Remedy. Etc..). 1 year or more Help Desk experience. Professional with excellent communication skills. Must have excellent Listening Skills as well as the ability to show empathy to the customers incident. Must be able to perform other duties as assigned.


Associated topics:
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