InspiriTec Tier 1 Help Desk Agent CWIS Call Center
General Function
Under general supervision the Service Desk Support management, Tier I Help Desk
Agent will provide technical software, hardware and network problem resolution,
making independent decisions by performing question/problem diagnosis in a call
center environment. Other responsibilities may include password resets, e-mail
requests, Fax, Web requests and direct requests for Service Desk support.
Service Desk Support I Tier I will document, research, identify and attempt to
solve technical problems on initial call and/or triage where appropriate for
resolution. Document and track support activity and clearly communicate
technical solutions in a user friendly professional manner. Candidate will
perform all other related duties assigned. Uses expertise in customer service
and technical knowledge gained from prior experience to resolve issues
surrounding installation, applications/systems, functionality, and training on
software and/or hardware products. Develops working relationships to support
the goal of providing customers with excellent service as outlined in Service
Level Agreements (SLAs)
Essential Duties & Responsibilities
The duties listed below are intended only as illustrations of the various types
of work that may be performed. The omission of specific statements of duties
does not exclude them from the position if the work is similar, related or a
logical assignment to this position.
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