What are the responsibilities and job description for the Service Desk Analyst position at TEKsystems?
Job Details
Job Description
Job Description
This company is looking to bring on a group of Tech Support Agents to support the internal employees of the company via inbound phone calls. Agents will be trained on the internal tools, systems, processes and will be responsible for managing a ticketing que and helping troubleshoot issues that the employees are experiencing. Types of calls could include: password resets, server issues, VPN/connection issues, outlook, specific application issues, etc.
The first week of the role will involve agents going through compliance courses, the second week is a 1 week instructor lead virtual training. After training is over agents will move into their designated shifts and start taking phone calls. During this time they will have support from managers and employees at Wells Fargo to answer questions and provide on the job training until they are comfortable.
Required qualification : Commitment to work through the contract end date. 12-24 months of previous technology experience in a similar Service Desk environment or equivalent experience. Required Skills: Taking inbound phone calls and chats to provide basic to complex credential administration/password, computer setup and configuration. The ability to use existing knowledge base content to search for known solutions and implement work arounds. Agent must be able to follow directions and be able to process large amounts of information in a customer focused/friendly manner in a fast-paced, high volume environment with great communication skills. Must demonstrate proficiency by efficient triage of the problem, efficient use of solutioning tools, and use of escalation processes to quickly resolve or escalate incidents that require further subject matter experts. Common call/chat types are assisting with encryption password and active directory passwords, remote access questions that may arise from a predominately work from home customer base, software installs, printer setup and other peripherals. Other: knowledge of and ability to troubleshoot general Microsoft software products such as Windows 10, Windows security updates/patching, O365 , Outlook email, Teams. Additionally knowledge of Virtual Desktop Infrastructures and support of Mobile Devices such as iPhones and or Androids.
