Senior Help Desk Agent

Job not on LinkedIn

September 24

Apply Now

Receive Emails with Similar Jobs

Connection

WebsiteLinkedInAll Job Openings

B2B • Enterprise • SaaS

Connection is a leading provider of technology products and services for businesses, healthcare institutions, educational organizations, and government entities. The company offers a wide range of solutions including computer parts, office equipment, software, and storage solutions. Connection also specializes in providing comprehensive IT services such as cybersecurity, artificial intelligence, digital workspace, modern infrastructure, and multicloud solutions. With a focus on delivering tailored IT solutions that meet specific organizational needs, Connection helps its clients implement effective technology strategies that enhance business operations and outcomes.

1001 - 5000 employees

Founded 1982

🤝 B2B

🏢 Enterprise

☁️ SaaS

📋 Description

• Provides the highest level of customer service to users who call the external Help Desk. • Answer incoming calls, track all information in a call tracking system and uses a knowledge base tool along with expertise to resolve Level 1, 2 and 3 requests in a timely fashion, escalating Level 3 requests as needed. • Assist with managing escalated customer issues. • Create updates to process and procedure documentation providing training on changes as needed. • Mentor lower skilled Agents. • Resolve advanced technical hardware and software issues utilizing extensive knowledge in software, hardware, network, and peripheral support as well as advanced knowledge in administrative tasks on workstations. • Provide over the phone remote support to resolve technical issues. • Respond to tickets via phone, in person, and electronically. • Track all work with detail and precision within the ticketing system. • Provide resolutions to issues escalated by Level 1. • Owns and develops documentation for Level 1/Level 2 help desk staff.

🎯 Requirements

• Ability to troubleshoot and resolve o365 related issues at a more advanced level. • Support commonly used software, hardware, tablets, mobile devices, and network equipment. • Familiarity with the fundamental principles of ITIL • Advanced knowledge in multiple ticketing systems including ServiceNow • Strong ability to multi-task and pivot through the duration of the shift • Attention to detail in composing, keying, and proofing professional business materials • Strong communications skill both verbally and written • Customer oriented with ability to listen to and anticipate needs of the customer • Ability to handle constantly changing flow of traffic; remain productive during slow times, handles multiple tasks effectively during busy times, exercises patience and professionalism during stressful situations • Creative with ability to think around problems and come up with creative solutions • Takes ownership and responsibility of an issues from start through to a successful resolution • Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve

🏖️ Benefits

• compensation, 401k plans, medical insurance, free therapy visits, mental health coaching and tools, meditation resources, generous paid time off including vacation and sick time, Wellness and Volunteer Time Off days