As an agent of the Level 1 IT Service Desk you will be a Single Point of Contact (SPOC) to Advisors on programs supporting external customers within KellyConnect for support of all IT Services delivered within the KellyConnect enterprise Information Technology and Communications (ITC) infrastructure. Agents will be expected to communicate with users via multiple methods including Telephony, eMail, Web, and Chat. Agent will possess knowledge with the Apple hardware and software platforms. Customer Interface skills will be necessary to help users to describe and explain the nature or symptoms of their problems. Analysts will apply sound practices and maintain proficiency in the use of listening skills, probing through questioning, communicating in layman's terms, gathering information, restatement of the problem, use of troubleshooting skills and root cause analysis, effective communication using oral and/or written methods and understanding of the business impact and the sense of urgency to restore services.
Duties and Responsibilities:
Provide end user support for the Desktop Computing Environment including various Apple hardware and software platforms and LAN based services. Agents will retain ownership to resolve all issues utilizing the solutions that are defined within our Known Error Database (KEDB) (i.e. Knowledge Base). Agents will also be responsible for troubleshooting and diagnosing issues using various skills and techniques, including investigating solutions via the Web, use of product manuals and other available resources to resolve support issues.
Utilize the call tracking tool and database to record call details and to track troubleshooting progress. Set reasonable customer expectations for resolution time, based on scope, impact and severity of issue. Route unresolved incidents to the correct upper level support group for resolution.
Provide guidance and support in helping the team to reach the defined Service Level Objects for First Call Resolution, Mean Time To Repair, Speed To Answer, Abandon Call Percentage, and Incidents Resolved per Agent.
1 - 3 years IT Helpdesk, Service Desk, Desktop or Infrastructure Support experience
Apple hardware and software
Associates or Bachelor-s Degree, preferable in MIS/CIS or similar major
Technical or Business aptitude with proven analytical, problem solving, troubleshooting skills
Excellent oral, written and customer service/interface skills