Job: Help Desk Representative

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Jobing Description

The Helpdesk Support Representative takes incoming calls from external customers regarding technical issues. They must ask probing questions to determine the root cause of the issue and locate and follow approved trouble shooting procedures to resolve the problem.

Helpdesk Support Representatives are required to record calls in the system for tracking and monitoring of case status and resolution.

Requirements include;

High School Diploma or GED,

Strong computer skills,

Good typing skills,

Excellent customer service skills,

Good written and oral communication skills,

Good computer skills (Windows, Microsoft Outlook).

Skills / Requirements

ESSENTIAL DUTIES, RESPONSIBILITIES:
The ECTS Technician will be responsible for:
Handle first level support calls from external customers and troubleshoot technical issues

Ask probing technical questions to determine root cause of customers issue

Record specific call types in the HDFS case logging system

Adhere to established support process/procedure guidelines

Properly transfer all unresolved problems to the appropriate internal group or Field Support for further action

Meet the required service level/resolution/escalation and dispatch rates

Escalate cases as required based on standard escalation procedures