| Title: Senior Sales Service Desk Support
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| Location: Houston, TX
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| Job Type: Contract
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| Compensation: per Hour
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| Reference Code: 950435-WQG
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| Description: The Incident Coordinator / Service Desk function provides the primary customer interface for the reporting of Incidents and manages their end to end life-cycle ensuring customer satisfaction and SLA compliance.
This position has responsibility for being the direct contact with our client's Sales Force on a day to day basis ensuring their issues are correctly recorded and resolved. The scope includes inbound and outbound IT Help Desk services focused on the North America Sales employee.
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Requirements: Required Skills:
- Experience in supporting an IT customer environment
- An awareness of basic networking concepts and technologies
- The understanding of Operating Systems particularly Windows XP
- Understanding of Browser issues, IE 6.0 and/or 7.0
- Ability to identify basic hardware and awareness of basic hardware concepts
- Good understanding of MS Exchange
- Good understanding of Remote Access issues including Blackberry support
- Understanding of the Microsoft Office product line
- Experience in problem determination
This includes:
- Technical skills proven in the areas of problem determination, creativity, and analysis
- Customer Service Incident Management skills to include excellent listening skills, interpreting the customer requirements, and consistently applying these into actions for the customer
- Accurate gathering of data and the creation of an Incident Record * Employ ITIL terminology and concepts
- Ability to greet customers in a consistently professional manner, control calls following standard procedures including problem customers, and leaving the customer with a positive view
- Ability to take ownership of calls, issues, or questions until successful conclusion is found for the customer
- Good organization and presentation skills
- ITIL Foundations trained or certified
- Previous Service Desk experience
Desired Skills:
- Remedy experience helpful
- SLA compliance Management
- Sales application exposure (Salesforce, etc.)
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