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Help Desk Associate

2 months ago

Birmingham, Birmingham, United Kingdom CTG Full time

Job Summary:

CTG is seeking a highly skilled and motivated Help Desk Associate to join our team in Birmingham, AL. As a Help Desk Associate, you will be responsible for providing first-level remote IT services and assisting in the delivery of higher-level services to our customers.

Key Responsibilities:

  • Provide technical support to customers via phone, email, and chat
  • Enter all calls into the helpdesk system
  • Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed-Service Level Agreement parameters
  • Ability to use remote desktop applications to troubleshoot end-user PC-related problems
  • Ability to resolve standard documented problems with minimal assistance
  • Take ownership for customer problem resolution
  • Possesses working knowledge of customer support business and technology processes: Call handling processes, customer shrink wrap software applications, operating system environment, asset tracking, etc.
  • Identify customer-training issues on standard and non-standard products
  • Able to contribute to technical discussions with other team members and contributes to the decision-making process

Requirements:

  • Able to demonstrate good customer service skills
  • Able to demonstrate proficiency with Helpdesk tools, Microsoft operating systems, MS Office applications, and anti-virus software, communications technology devices
  • Able to demonstrate basic hardware and software trouble-shooting skills
  • Able to demonstrate good problem-solving & critical thinking skills
  • Able to demonstrate ability to work with minimum supervision
  • Able to demonstrate knowledge of all necessary web-based tools as it applies to the position (. ProActa, Help desk call tracking applications,
  • Able to demonstrate willingness to work as a team player
  • Able to demonstrate good organizational skills and ability to attend to details
  • Ability to travel as required

Education and Experience:

  • 0-5 years in a technical customer environment
  • Call Center experience preferred
  • Minimum: High School Diploma or equivalent
  • No less than one entry-level certification (A+, N+, or OEM vendor certification)

What We Offer:

CTG offers a competitive salary and benefits package, as well as opportunities for professional growth and development.