Help Desk - IT BR at Advanced Call Center Technologies, LLC.

Tuesday, July 2, 2024

HELPDESK TECHNICIAN

Helpdesk Technicians – will be working alongside Helpdesk Technicians and performing the duties of a Helpdesk Technician, but will serve as a first-line resource for issues and problem-solving for fellow technicians.

Job Description:

General Skills

• Solid leadership and communication skills to coordinate responses to client issues.
• Strong self-management skills, ability to successfully process daily queues and resource management without continual oversight from leadership
• Strong communication skills both written and verbal
• Solid time management and organizational skills to optimize workflow
• Capability to manage multiple high priority initiatives in a fast paced technical environment
• Ability to interact professionally with a diverse group of colleagues and clients
• Ability to remain flexible and adapt work initiatives and schedules to meet client and company needs on an ongoing basis.
• Technical Skills, topline familiarity with Microsoft Office Suite and Customer Service

Responsibilities

• First responder to incoming client calls to ACT Helpdesk and route calls according to ACT routing policies
• Facilitate proactive approaches to problem solving within the framework of “One Call Resolution” goals
• Oversee daily coordination, routing, and resolution of ticket queues and call coordination
• Support the Helpdesk Manager in developing measures to improve proactive client communication during issue tracking and resolution.
• Ensure client requests are understood and assigned properly
• Consistently perform daily responsibilities outlined in Helpdesk Team Lead’s Daily Checklist
• Work to identify client requests/tickets that may be stuck in various stages and facilitate their completion as necessary
• Keep Helpdesk Manager updated on all flow, performance, and coordination efforts of the Helpdesk Team (including daily attendance)
• Provide leadership to the Helpdesk Team through motivation and support
• Work to build the Helpdesk Team’s rapport, morale, and motivation

Requirements:

• 1-3 years technical experience in a desktop support position
• Must have an Associate’s degree or equivalent experience
• CompTIA A+ certification preferred and other certifications a plus
• Experience troubleshooting network, hardware and software issues at the desktop level
• Excellent customer service background with professional appearance and communication skills required
• Ability to work successfully in both independent and team environments with minimal supervision and guidance
• Must be able to lift and move computers and other technology hardware as required

• Must be able to work flexible hours including weekends