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Job Information
Job title

Help Desk Analyst

Company Apex Systems, Inc.
Wage between $0.00 - $0.00 Annually
Location United States, Maryland, Baltimore
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 11/4/2009
Description
Job Description

Description: Desired Skills:
Help Desk/Customer Service experience in an IT/Call Center environment. Working knowledge of desktops, laptops, MS Office 2007, VPN and Outlook 2007.

Required Skills: Excellent written and verbal communication skills. Strong phone skills and strong Customer Service experience in an IT environment. Experience with Windows XP, MS Office 2007 and Outlook 2007 a must. A+, Net+, MCP, MOUS and CNA Certification preferred.

Specific Description: SPOC (single point of contact) to perform technical support for customers with Office 2007, Outlook 2007 and VPN-related issues. Responsible for entering all calls into the Remedy Trouble Ticket Tracking System (or similar ticketing system). Must enter, update, and maintain trouble ticket information for all calls. Excellent written, verbal and interpersonal skills. Requires a combination of exceptional interpersonal, organizational, written and verbal communication skills. Attention to detail and the ability to multi-task a must. Must be committed to providing customer-focused quality service.

Typical Minimums:
Bachelors Degree preferred, but not required in any of the following fields: Information Science and Systems, Computer Programming, or Applied Information Technology or equivalent experience/combined.
Bachelors and 3 years related experience or 5 years related experience.

Shifts will vary core hours are 5am-8pm

for example, 5am-1:30pm
6:30-2pm
11:30am-8pm etc
2 15 minute breaks
30-45 minute lunch break

he is looking for very customer orientated people
Calls will be recorded and if complaints are made the calls will be reviewed

There is a very high call volumn on very IT related issues. 100% phone support

The SLA's call for a first call resolution 95% of the time.




Apex Systems, Inc. is an Equal Opportunity Employer and encourages minority and female applicants to apply.df-tc

Experience/Skills
See Above
 
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