Service Desk – SD23-05169

Title: Service Desk

Location: Columbus, OH

Duration: 12 Months

Type: 100% Remote

Complete Description:

Years of Relevant Experience:3 Years of Experience in Call Center Support

1 Year of experience in Help Desk technical Support

Preferred Education:

4-year college degree or equivalent technical study preferred; may accept equivalent work experience.

Job 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 skills
• Microsoft O365, ability to type 40 WPM, excellent time management

Certifications or Desired skills if any

• Experience with ServiceNow, Salesforce or similar ticketing system.
• Qualifying questions if any
• Are you able to provide access to a computer as well as a consistent internet connection?
• Are you able to work from home without distraction?
• Open to Open market
• Candidate must be able to provide their own laptop/computer, USB headset, and a consistent internet connection

Skills:

• Microsoft O365, ability to type 40 WPM, excellent time management - *Required*
• Experience with ServiceNow, Salesforce or similar ticketing system - *Highly desired*
• Experience in Call Center Support - *Required* - *3 Years*
• Experience in Help Desk technical Support - *Required* - *1 Years*
• College degree or equivalent technical study preferred; may accept equivalent work experience. - *Highly desired*
• Candidate must be able to provide their own laptop/computer, USB headset, and a consistent internet connection - *Required*