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Mastech Digital provides digital and mainstream technology staff as well as Digital Transformation Services for all American Corporations. We are currently seeking a Technology - Senior Service Desk Representative for our client in the Airlines domain. We value our professionals, providing comprehensive benefits and the opportunity for growth. This is a Contract position, and the client is looking for someone to start immediately. Duration: 18+ Months Contract Location: Texas (Remote) Role: Technology - Senior Service Desk Representative Primary Skills: Windows Role Description: The Technology - Senior Service Desk Representative must have at least 1+ years of experience. In this role, you will provide support for technical issues/requests/questions in a 24/7 call center environment. Productivity and performance are managed through real-time metrics, call/chat monitoring, and individualized performance scorecards. Responsibilities: - Work all inbound support channels (calls and chats) and provide a single point of contact for any technical issue, request or question that comes from the Customer - Analyze simple to moderate issues and determine appropriate technical area or vendor to resolve problems - Maintain written documentation for each call. - Escalate complex problems to the next level of support as required by documented procedures. - Communicate efficiently and effectively with Customers Display empathy and hospitality to callers' needs and situations - Use and update knowledge management actively to resolve issues - Analyze the impact and urgency of the Customers issue or request and facilitate implementation of the appropriate solutions - Maintain compliance with required training and published service desk procedures - May perform other job duties as directed by Employee's Leaders Knowledge, Skills and Abilities: - Knowledge of support procedures, processes, and service management tools - Knowledge of business applications and their impact on business functions - Skilled in organization, communication, and prioritization - Ability to work all support channels while providing effective Customer Service - Ability to perform accurate problem diagnosis and resolve moderately complex IT problems rapidly and effectively - Ability to work any Service Desk shift (7x24x365)/Shifts bids occur multiple times per year - Ability to understand and to meet individual and Service Desk metrics - Skilled in PC hardware, Windows 10, O365, Active Directory, Outlook/Exchange SMS, and MS Office Suite, iOS, and Android mobile devices - Skilled in LAN, WAN, wireless networks - Skilled in VDIs and Citrix Education: - Required: High School Diploma or GED Experience: - Required: Entry-level experience; developing skills and knowledge in ITIL methodology Licensing/Certification: - Preferred: ITIL Foundations Certification Education: High School Diploma or GED/Bachelors degree in Computer Science, Electrical/Electronic Engineering, Information Technology or another related field or Equivalent/4 Year Degree Experience: Minimum 1+ years of experience Relocation: This position will not cover relocation expenses Travel: No Local Preferred: Yes Note: Must be able to work on a W2 basis (No C2C) Recruiter Name: Grandhi Lakshmi Recruiter Phone: Equal Employment Opportunity Minimum Education Required: High SchoolYears of Experience Required: Entry LevelExpected Travel Time: None
- ID: #49673904
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State: Texas
Dallas / fort worth
75202
Dallas / fort worth
USA
- City: Dallas / fort worth
- Salary: Market
- Job type: Contract
- Showed: 2023-04-11
- Deadline: 2023-06-10
- Category: Et cetera