IT Helpdesk Level 2

Overview

Looking for full-time work (8 hours/day)

at $5.11/hour ($900.00/month)

College Graduate

Last Active

July 10th, 2014 (3889 days ago)

Member Since

July 11th, 2014

Profile Description

Overall responsibillity for assigned account’s process including documentation, change control, process training and customer satisfaction.? Conduct analysis and design; specification, customization and documentation of business.? Provide processes for Agents to utilize to meet case resolution requirements. (as required by Scope Definition)? Perform organizational and business process reviews; investigate, analyze and verify gaps within business processes? Escalation of account or Call Center process failures to operations management.? Ensure Scope definition adherence for service support.? Proactively seek improvements and enhancements to service support to reduce costs or improve customer service? Provide input to Account Teams and Operations management regarding CSAT, process and tool improvement areas, customer concerns, etc.? Perform training for process updates and refresher
Provides Executive and high end Technical support for Users on day-to-day Desktop and IT System related problems.? Install, Upgrade and Maintained Software and Hardware on Workstations.? Provides users IT Support with software applications (e.g. Lotus Notes Client, NRA Cisco VPN Client, Cisco WebEx Connect, MS Office Applications, Remedy, SAP)? Updates Teams Time Sheet and OT Tracking for twice a month Payroll.? Diagnose and Analyze Network Connectivity issues.? Knowledge in Wi-Fi Configuration, Wireless Connectivity using Dialup, VPN & Remote Access.? Troubleshoot Desktop, Email and Network related isssues remotely via Email, Phone and Web.? Handles escalation from managers.? Aids team in timely completion of timesheet and OT forms for payroll purposes? In charge of checking the team’s performance.? Give extra effort in solving the client’s issue whether it is software or hardware related.? Take ownership of unresolved technical issues and provide a central point of contact through resolution. ? Creates tickets using BMC Remedy? Provides End Of Day Ticket Count Report using BMC Remedy to Management
? Prepares program performance reports (SLA, agent performance, etc) and ad-hoc reports? Creates and maintains reporting templates.? Analyzes performance reports and provides feedback to Operations/Workforce.? Preparing periodic reports, as required, using applications to enable the Program? Management monitors and control switchboard and agent performance.? Responsible in maintaining the reporting and monitoring tool