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Helpdesk (Level 1 / customer service)
Ref No.: 17-00101
Location: Jersey City, New Jersey
 Helpdesk (Level 1 / customer service)
This position is responsible for providing high-end quality customer service to our global customers located in North America and EMEA region.   Receive all CSC related email, walk ups requests including calls from internal business customers via ACD. Manage each incident request correctly; open a Heat trouble ticket and dispatch/ escalate and assign efficiently while communicating with the customer to ensure complete satisfaction.
  • Open Heat tickets for each call coming into the CSC.
  • Escalate calls to 2nd level in-house desktop technicians as well as our 3rd level support groups via positive hand over.
  • Perform basic hardware, workstation and printer, repairs.
  • Answer all helpdesk phone calls within 2 or 3 rings and /or SLA (service level agreement).
  • Check and respond to all E-mail requests and/or notifications.
  • Check and respond to all voice mail notifications.
  • Troubleshoot and provide resolutions on initial contact when possible (Using password management tools, remote desktop, etc.)
  • Escalate Severity Incidents / problems using in-house escalation tool (EAI).
  • Provide all necessary information to next level support via positive hand - over. (Attachments, screen shots, and all material, which will facilitate troubleshooting.)
  • Ensure that all open Heat requests /tickets have been properly updated via journal field at the end of shift and/or before close of business day.
  • Performing basic MAC orders.
  • Must be able to work under pressure and be able to handle ~ 30 ACD calls and ~ 16 e-mail requests per day.
  • Maintain good working relationship with team members as well as all JRI- A team members within our organization.
  • Responsible for providing new scripts and/or fixes into the Heat Plus Knowledge (HPK) knowledge database to help increase the level of FCR -- 1st call resolution.
  • Well versed in Microsoft suite of applications: Office 2010 / 13 
  • Windows 7 , 10 AND limited MAC O/S. Certification is preferable
  • Basic knowledge using Active Directory.
  • Strong customer service and analytical skills.
  • Several years of 1st level Call Center experience. (Banking and or Finance would be preferred)
  • Experienced dealing with a high volume of calls and problems reported by high end users.
  • Must work well with others, be customer focused, a team player, positive attitude, and have excellent communication skills.
  • Must be a forward thinker, always looking to improve existing CSC processes and provide relevant solutions.
  • Must be willing to work some weekends and late nights to support upgrades, changes, etc. Weekend support for BCP test
  • SCCM knowledge for software deployments and/or staging PC Builds.
  • Lotus Notes 8.5 basic understanding
  • Equitrac Printing and/or basic printer hardware - software remediation
  • Skype for business knowledge
  • Citrix receiver troubleshooting
  • Good for Enterprise Mobile E- mail Client  
  • MAC Orders require a CSC Rep to lift PC's , Printers and Monitors on a frequent basis  This would be in the amount of ~ 10- 25 pounds.
  • Limited travel which may include a MAC set up in Latin America, EMEA regions
  • On Call rotation schedule ~ weekend support ~ 5 times a year