Help Desk (100% phone support)
Location: Houston, Texas
Description: Robert Half Technology is currently seeking to employ Help Desk (100% phone support) right now, this career will be reside in Texas. More details about this career opportunity please give attention to these descriptions. This position is responsible for answering and assisting with all calls and requests to the Help Desk, providing accurate, timely, and consistently professional first-level! technical support to the lawyers and staff of the firm. This position also escalates calls to the appropriate next level of support when necessary. Primary
o Captures all calls and incidents in the Help Desk ticketing software with complete, accurate problem descriptions and resolutions.
o Provides technical problem identification, when able, by efficient means of researching and troubleshooting to ensure effective problem resolution.
o Assumes full accountability and ownership of all support requests/incidents until completed, including those that are escalated to other departments.
o Timely escalates problems to the next appropriate level of support when necessary or requested once thorough troubleshooting has been conducted.
o Uses telephone and ACD features accurately and according to Help Desk policy. Logs onto tracking software at the beginning of the shift, ensures that phones are always in a state to receive calls and logs off at the end of the ! shift.
o Routinely checks department voicemails and emails! and addresses all requests in a timely manner.
o Improves technical knowledge by reading and applying IT information sent from within the firm, and attending training, online webinars and other support presentations.
o Assists other Help Desk Coordinators and IT staff in other groups as required to address/resolve issues as needed.
Technical Skills: Extensive knowledge of MS Windows operating systems, including installation, troubleshooting and repair required. Extensive knowledge of MS Office software, use and troubleshooting required. Knowledge of Internet protocols preferred. Experience with and working knowledge of iPhones and Blackberry devices, desktop computers/laptops, monitors and printers. Working technical knowledge of hard disk encryption, VPN connectivity, RSA authentication and wireless connections and remote support tools.
Attributes: Ability to communicate both written and verbally with all levels of the firm in both norma! l and crisis situations. Must possess exceptional customer service skills, including good phone presence and ability to remain calm under pressure. Ability to work well with others and display patience, tact and adaptability in a support environment. Excellent attendance and punctuality is essential.
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If you were eligible to this career, please send us your resume, with salary requirements and a resume to Robert Half Technology.
Interested on this career, just click on the Apply button, you will be redirected to the official website
This career will be opened on: Sun, 17 Nov 2013 23:34:21 GMT
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