Tier 1 Helpdesk Support, English-Speaking

Role Overview

• Provide Tier 1 support in a Helpdesk environment
• Identify requests from end-users
• Categorize and record reported queries and provide solutions
• Support problem identification
• Process user account creation, modification, and deactivation
• Perform identity verification and entitlement validation prior to executing requests
• Maintain and update user access across systems such as directory services, applications, and client platforms
• Ensure compliance with least privilege principles and client security requirements
• Escalate unresolved problems to a higher level of support
• Manage customer service or service desk functions
• Act as a point of contact for support service users and customers
• Log, categorize, and prioritize requests according to classification standards
• Ensure adherence to Service Level Agreements (SLA)

Requirements

• English Speaker
• 3 years of call center experience
• Account management experience preferred (example: Active Directory Access, Application Access, etc.)
• Helpdesk / Technical Support account is required
• Strong command of the English Language both spoken and written
• Amenable in shifting schedules
• Understands his / her key performance indicators
• Understand the relationship of work quality and how it impacts efficiency
• Dedicated at work – no Attendance issue with previous employers
• Ability to multi – task and work on holidays / Saturdays and Sundays
• Good stint in previous organizations – not a call center hopper
• Ability to work with other team members
• Helpdesk / Technical Support background
• Understanding of technical troubleshooting (example: Active Directory, LAN, Sound Card, Routers, etc.)
• Strong logic formulation or thought process
• High average typing skills = 50 words per minute
• Good critical thinking
• Ability to work with a high level of accuracy and very keen to details

Benefits

• Diversity is our way of life!