Level 1 IT helpdesk Support - internal shift change opportunity at Nexus at Geneva

Mason, Ohio, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Aug, 26

Salary

17.0

Posted On

27 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Support, Customer Service, English Proficiency, Windows Client, Microsoft Outlook, Microsoft Office, Browser Support, PC Hardware, Network Basics, Active Directory, VoIP Support, Incident Management, Problem Resolution, Technical Communication, Time Management, Accountability

Industry

Description

Level 1 IT Helpdesk Support IT Service Desk Agent Level 1 Monday to Friday 1:00am to 10am working on the Morgan Stanley Comet Pod campaign. this posting is for internal candidates only to express their interest in this shift. Each Webhelper brings a different energy, passion, and a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients. Take this opportunity to join our collaborative team of game-changers today. #wearewebhelp EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. Summary of Tasks · Accept inbound requests via phone, chat, email and ticket queues · Record and process incidents and service requests according to process specifications · Communicate with users to understand issues and provide solutions · Document and resolve incidents according to process specifications · Forward incidents which cannot be resolved to downstream support groups according to process specifications · Initiate escalations according to process specifications · Work collaboratively supporting team via Skype/Lync · Assist with training and supporting fellow agents · Average expected time on task between 4 to 12 minutes · Expected resolution rate between 50% - 80% Summary of Responsibilities Experience & Skills: · Basic understanding of computer technology and IT support · Experience in customer service ideally gained in a customer facing environment · English proficiency in both verbal & written form · Must be culturally sensitive; appreciate cultural differences · A+, Network +, HDI and/or Microsoft certifications a plus · ITIL v3 a plus Basic knowledge of computer technology: · Windows Client · Microsoft Outlook · Microsoft Office (Word, Excel, PowerPoint) · Diverse browser support experience (Internet Explorer, Chrome, & Firefox) · PC hardware · Basic understanding of networks Knowledge of the following a plus: · Windows Active Directory and domain concept · Enterprise mobile device knowledge · Fixed network telephones and VoIP telephone support Soft Skills Profile: · Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility · Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn · Must be able to communicate effectively with corporate customers of different technical expertise, peers and all levels of management · Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures · Ability to work well under pressure, set priorities and comfortable making quick decisions

Responsibilities

Handle inbound IT requests via phone, chat, and email to resolve incidents and service requests. Document all issues and escalate complex technical problems to downstream support groups.