Tier I Help Desk Professionals

WME Requires Tier I Help Desk Professional

 

Position:
Full-Time
Location: 
Remote Work
Start Date: 
ASAP
Nationality:
Any
No. of Positions:2

Duration:                                  3 to 4 Months

Windows Management Experts (WME) is looking for two open roles to fill up for the tier-1 help desk, for one of our clients. In this role, you will play a crucial part in delivering exceptional customer support to their end users. As a Tier-1 Help Desk professional, you will be responsible for handling basic technical inquiries and providing support to end-users.

Your primary focus will be on addressing customer inquiries and providing initial troubleshooting assistance.  You will be working in ticketing systems, creating, changing, and updating users, assigning permissions, and changing group memberships. You will also coordinate the installation of software, printers, and scanners and the implementation of changes to devices.

As you will play a vital role in our commitment to delivering best-in-class products and exceptional service, your assessments and ideas will be shared with developers to facilitate continuous innovation.

To excel in this position, strong communication skills are essential, as you will be interacting directly with technology users. That said, you should have a calm personality and enough experience working under pressure. You should also be motivated enough to satisfy customer needs.

All in all, the coming tier-1 help desk representatives are expected to be able enough to provide a high-quality user experience to mobile users. They will be the ones who not only like fixing things up but also enjoy empowering users with the insights to do things for themselves in the future.

Please Note: You will work Monday to Friday. One contractor will work from 7 am – 3 pm ET and the other from 11 am – 7 pm ET. The timing slot can be decided with collaboration.

Experience Required:

  • One candidate should be senior (5 years+ at least)
    The other can be junior (2 years+ at least)
  • However, the more experience, the better.

Skills/Qualifications:

  • Strong communication skills to effectively interact with end-users and convey technical information.
  • Proven experience in providing customer support, ideally in a help desk or technical support role.
  • Excellent problem-solving abilities to diagnose and resolve basic technical issues.
  • Familiarity with mobile devices and user profile updates to provide efficient support.
  • Ability to remain calm and composed under pressure while handling customer inquiries.
  • Solid understanding of computer systems, software, and hardware components.
  • Strong organizational skills to prioritize and manage multiple customer inquiries simultaneously.
  • An orientation to detail to accurately document customer interactions and troubleshooting steps.
  • Patience and empathy when dealing with customers, ensuring their satisfaction and a positive experience.
  • Ability to adapt quickly to changing technologies and new software applications.
  • Collaborate and communicate effectively with team members and developers.
  • Proactive attitude identifying trends and recurring issues to contribute to product improvement.

Preferred Qualification:

  • Experience with the ticketing system (Lansweeper)
  • Experience with Active Directory & Azure Active Directory.
  • Experience with Microsoft Intune.

Responsibilities of the Tier-1 Help Desk Role:

  • Respond quickly to customer inquiries and provide Tier-1 technical support via various channels (phone, email, chat).
  • Identify and diagnose basic technical issues reported by end-users and provide initial troubleshooting steps.
  • Ensure timely resolution of customer issues by escalating complex problems to Tier-2 support or other relevant teams.
  • Document customer interactions, inquiries, and solutions accurately in the ticketing system.
  • Collaborate with colleagues and Tier-2 support professionals to share knowledge and improve overall support effectiveness.
  • Provide clear and concise instructions to customers on how to perform basic software configurations and resolve common issues.
  • Help with user profile updates, password resets, and mobile device configurations as per given guidelines.
  • Proactively identify opportunities for process improvements and provide feedback to enhance the customer support experience.
  • Educate customers on self-service options.
  • Ensure adherence to service level agreements (SLAs) by prioritizing and resolving customer inquiries within defined timelines.
  • Maintain a professional and courteous demeanor while effectively managing customer expectations and providing exceptional service.
  • Ensure quick resolution of problems.

Core Values:

  • Integrity (Doing What’s Right)
  • Inclusion (Encouraging Diversity)
  • Teamwork (Working Together)
  • Excellence (Being Your Best)
  • Accountability (Taking Personal Responsibility)

Disclaimer:

All qualified applicants will receive due consideration for employment without any regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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