Helpdesk Technician I

Job Responsibilities:

• Provide technical support in a consistent, professional manner via multiple support channels, e.g. phone, email, chat, web submit. 
• Working in a higher education call center environment.
• Document technical questions, issues, and outages in ITSM tool and escalate to higher tier support teams as required.
• Ensure excellent customer service and confirm customers are satisfied with the provided solution.
• Perform onboard and offboard activities for customer employees and non-employees. This includes but not limited to account creation, separation and software installation tasks.
• Assist users with browser troubleshooting, account access, hardware/software support.
• Other duties as assigned.

Job Requirements:

• Bachelor"s degree or vocational in IT-related courses is a plus.
• Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.
• Excellent in oral and written English communication.
• Work experience in Higher Education is strongly desired.
• Requires excellent customer service skills in a call center environment, requiring patience and empathy.
• Must consistently meet or exceed required performance criteria.
• Able and willing to take several calls/chats a day when necessary.
• Browser support/troubleshooting experience required.
• Active Directory/azure, Microsoft Office / O365 and NexThink experience.
• Solid foundation of Personal Computer experience.
• General Troubleshooting capability / Able to interpret and diagnose technical issues.
• Ability to work in a team environment and independently as needed.
• Proven ability to remain flexible in a changing environment.
• Attendance and schedule adherence are requirements of this position. 
• May require additional project-specific training. 
• Applies job skills, policies, and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity. 
• Fast typing speed.
• Detail-oriented, strong communicator, analytical problem-solving skills.  Exercises judgment within defined guidelines and practices to determine appropriate action.
• Focus on continual service improvement.
• Familiarity with ticketing system, a strong advantage.
• Must be willing to work in different shifts.
• Fresh graduates are encouraged to apply.