Job Description
Job DescriptionJob Title: Level 1 Help-Desk support/Customer ServicePart-Time-Should be available on an as-needed basisLocation: Newark, NJ (Onsite)The shifts will be the 2nd and 3rd shifts.Purpose of the Job:
- Responsible for exceptional front-line client support by providing Tier 1 technical support through analyzing and troubleshooting technical problems and resolving relatively simple hardware, software, network, and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.).
- Responsible for client validation, initial service ticket creation and prioritization, basic troubleshooting, and resolving open incidents in the help desk as the first level of client service delivery; also performed on-site for Key Accounts as designated.
- Document and triage the request by solving or escalating the request to Tier 2 technical support staff.
- Ensure help desk services are delivered to clients in a high quality and professional manner consistent with company initiatives, and client expectations as well as internal and external SLAs.