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Service Desk Support

Posted on Oct 2, 2020 by Beacon Hill Staffing Group

Akron, OH 44301
IT
Immediate Start
Annual Salary
Contract/Project


Our client is looking for a contractor with Service Desk Support experience for a contract opportunity.

  • This is remote for now through the end of the year, may need to work onsite if extended into next year.
  • Schedule is Tuesday - Saturday or Sunday - Thursday between the hours of 10:00am-7:30pm (8 hour shift)
    • Because this is remote, need to be self-sufficient, and training will also be done remotely
    • Windows, POS, SCCM is preferred. SQL Database a plus as well as tablet experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Handles all inbound customer support calls and provides initial troubleshooting of basic network issues, hardware and software issues pertaining to retail point-of-sale equipment; additionally, will relate and instruct through various process/procedural steps.
  • Communicates with customers and gives them a comfort level that their issue is being properly addressed.
  • Creates support tickets in ServiceNow for all technical support inquires via incoming calls or email.
  • Accurately documents and records technical support calls and events (call receipt, documentation entry, tracking, follow-up, and escalations) in ticket and tracking software applications.
  • Escalates or assigns tickets to other resolver groups/departments as required.
  • Responsible for follow-up on all issues, maintains quality assurance of tickets, and monitors ticket status to ensure timely resolution.
  • Support new store openings, remodels/relocations, and closings, as well as any planned project implementations and rollouts.
  • Ensure all store sales data files are polled successfully every day. This involves processing files and following up on files that did not poll to ensure they complete and post.
  • Consistently exceeds customer expectations.
  • Performs according to documented metrics and defined goals.
  • Adheres to established operations standards and procedures recommending appropriate modifications and process improvements.
  • Continuously self-develops and self-improves technical knowledge and customer service skills.
  • Attends required training.
  • Performs other related duties as assigned.

QUALIFICATIONS AND EXPERIENCE

  • IT Degree or equivalent related IT experience
  • Certifications preferred such as A+, Network+, and ITIL.
  • 2+ years customer service experience preferred.
  • 2+ years help desk experience preferred.
  • 2+ years Windows, Point-of-Sale, and tablet experience preferred; SCCM experience preferred; SQL Database experience a plus.
  • 2+ years troubleshooting telecommunications and networking including LANs, wireless, Intranet, Internet, and telephony preferred.
  • 2+ years working with a ticketing system such as Service Now preferred.
  • Customer service focused with the ability to adapt and respond to different personality styles. Ability to remain professional and courteous at all times.



Reference: 962446934

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