Complete Description:
Required Experience:
- Impeccable customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and complex tasks and document details into an IT Service Management application, using ITIL methodology.
- Enhanced computer literacy is required.
- Understanding of contact center environment and Service Desk role.
- Experience with ServiceNow is preferred.
- HDI Support Center Analyst, ITILv3 Foundation A+ certification highly preferred.
- Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required.
- Advanced troubleshooting and problem solving skills in Microsoft Windows, Office suite, O365, desktop hardware/software, voice and network connectivity, network printing, email, smartphones, and web-based applications.
- Ability to organize and follow more complex and/or detailed technical procedures.
- Capable of analyzing and resolving routine problems based on existing documentation, training, and resources.
- Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions.
- Demonstrated sense of ownership, reliability, and urgency.
- Ability to establish proactive relationships with customers, including providing education to customers as appropriate. Able to convey ideas on non-routine subjects clearly.
- Proficient in translating technical issues into understandable terms for non-technical users.
Job Type: Contract
Salary: $40.00 - $50.00 per hour
Schedule:
- 8 hour shift
Experience:
- Help desk: 3 years (Preferred)
- ITIL methodology: 1 year (Preferred)
- ServiceNow: 1 year (Preferred)
- Software troubleshooting: 1 year (Preferred)
Work Location: Remote
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