This site uses cookies. To find out more, see our Cookies Policy

Helpdesk Support in Lincolnshire at Collabera

Date Posted: 10/20/2018

Job Snapshot

Job Description

Come work as a Helpdesk Support at one of the Top Company that offers exceptional benefits with opportunities to advance and learn alongside accomplished Technology leaders. Job Description: • Important: Candidate will be required to apply and qualify for a US Government Sensitive Clearance. • IMDAS (Intelligent Mail Data Acquisition System) is a customer service organization and our customers have very specific service contract requirements and the agents are responsible for ensuring that we are managing customer expectations toward contractual compliance. • Provide primary interface for all incoming IMDAS calls / emails pertaining to technical support provide coordination of technical resources for all severity issues • Gathers all relevant caller information and inputs information into the departmental database in a timely and accurate manner. • Exercise multi-tasking skills when managing multiple systems and applications during customer interaction Create/Track/Route issues via Service Now and EIMS software application. • Assists clients in installing and effectively using the product for their application. • Identifies bugs and makes recommendations and/or enhancements based on user feedback. • Ensures customer satisfaction by promptly answering customer requests for assistance. • Works to achieve targeted service metrics related to average speed of answer, abandonment rates, and average inbound call length. • Escalates cases to a Technical Advisor or Team Leader after exhausting all methods to resolve the case within the context of the customer issue. • Completes quarterly goals on technical training and development. • Escalates customer complaints related to fit, form, or functionality to the Quality Assurance department in a timely manner. • Models corporate and departmental policies, ISO procedures, and terms & conditions of sale. Benefits: Top industry pay Excellent growth and advancement opportunities

Job Requirements

Required Skills: • Maintain Departmental/Organizational service level requirements. • AA/AS degree in Computer Science or demonstrated working knowledge of installation and configuration of personal computers or PC peripheral devices. • 1 year of technical support troubleshooting experience in a help desk environment. • Strong PC operating system knowledge, Windows, and driver experience related to supporting hardware. • Strong written and verbal communication skills. • Basic programming and Network communications skills.