Help Desk Technician

Essential Job Functions

• Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met.
• Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate.
• Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.
• Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.

Basic Qualifications

• Two or more years of technical training
• Four or more years of technical or customer support experience
• Experience working with company products and operating systems
• Experience with solving computer-related problems
• Experience working with company escalation policy

Other Qualifications

• Interpersonal skills for interacting with team members and clients
• Communications skills
• Organization skills to balance and prioritize work
• Analytical and problem solving skills
• Leadership skills to mentor and provide guidance to less experienced personnel
• Ability to work in a team environment

Davina L. Dockter
Lead Recruiter
CSC/Blythewood
Financial Service Sector
P.O. Box 10, MS 1A2
Columbia, SC 29202-0010
ddockter@csc.com
803-333-4898
f/803-333-3227

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