Position Title: Service Desk 1/SD1
NFP Rate: 21.22
Will Close to submissions on: Friday 11/1 @ 10AM
Number of positions: 25- These positions will start on 12/16 and last approximately 10 weeks- depending on call volumes/ agency needs. BEFORE SUBMITTING CANDIDATES, PLEASE MAKE NOTE OF THE START DATE
Interviews: The management team will select candidate for group on-site interviews in the first couple weeks of November
Work Location: 1320 Arthur E Adams Drive Columbus 43221
Notes From Supervisor: Resources will work a rotating schedule and will need to be available 7 days a week from 8:00 am to 8:00 pm. resources will work 5 days a week 40 hours. Shifts will be assigned in training, however majority of work will be Mon-Fri 8:00 am to 5:00 pm.
***A professional demeanor, strong communication, and exemplary customer service skills are essential with these roles.
Resources will assist customers on the phone using various scripts prepared by Supervisors.
Use probing and problem solving skills to determine issue and assist customers in accessing and navigating websites.
Ticket/Case management systems being utilized are ServiceNow and Salesforce, experience with both is also preferred.
Requirement Description:
• Receive telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
• Ascertain the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.
• Escalate problems in accordance with defined procedures.
• Assist users through problem solving steps.
• Use technical databases to research problems and talk with co-workers to research problem and find solution.
• Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
• Support shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
• Communicate accurate and useful status updates.
• Manage and report time spent on all work activities.
• Follow quality standards.
• Ability to work in a team environment.
• Complete assigned tasks.
• Strong communication skills; both written and spoken.
Mandatory Requirements:
(resource must have 1 or more of the following)
• 3 + Years of Experience Call Center Support
• 1 Year of experience in Help Desk technical Support
• 4-year college degree or equivalent technical study preferred; may accept equivalent work experience.
• Excel Skills
Desired Skills/Time:
• Experience with ServiceNow, Salesforce or similar ticketing system.
