SCA Helpdesk II

Overview

- Providing ongoing processing in incidents, problems and service requests generated by users

- Meet and maintain SLAs

- Ensure quality assurance and continual improvements

- Responding to and diagnosing problems through discussion with users

- Ensuring a timely process through which problems are resolved, including problem recognition, research, isolation, resolution, and follow-up steps

- Providing support to end users on a variety of issues

- Responding to telephone calls, email and personnel requests for technical support

- Documenting, tracking, and monitoring problems to ensure a timely resolution

- Interacting with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem

- Simulating or recreating user problems to resolve operating difficulties

- Recommending systems modifications to reduce user problems

Must Have

- 1 year of experience supporting a high-volume call center/service desk

- 1 year of experience providing high-level customer service over the phone

- 1 year of experience in an IT environment

Nice to Have Skills

-Proficiency in Remedy ticketing system, Windows 7, Microsoft Office 2010-2013, SharePoint, GoTo Assist, Active Directory, and BlackBerry Enterprise Server

- HDI certification

- Excellent verbal and written communication skills

- Strong customer service attitude

Education

High School Diploma

This is a 24/7 environment and must be able to work 1st, 2nd or 3rd shift.