Job Description

The Helpdesk agent reports to the helpdesk managers and is responsible for providing high levels of support to corporate and retail users, ensuring that all customer requests and issues are handled in a timely and professional manner. This role includes call and chat handling, resolving customer issues, supporting mobility and office devices, proficiency in troubleshooting, configuring, and managing network devices such as routers, switches to ensure smooth network operations and meeting performance metrics against established KPIs and SLAs. The helpdesk agent also collaborates with IT teams and SMEs to troubleshoot and resolve technical and functional issues and assists with building knowledge-based solutions.

DUTIES / RESPONSIBILITIES

• Handling High volume of chats (handling simultaneous chats)
• Email handling
• Phone handling (multi-lingual French, English, Spanish - English / Spanish 1 FTE each for 17hours (at least 4-5 resources), M-F 0700-2300 ET, S-S 0700-2200 ET)
• Basic printer troubleshooting (network printing)
• Basic Network diagnostics
• Application troubleshooting (POS log captures, cache clearing, Office, Adobe, etc.)
• SCCM Software Center installations
• Browser troubleshooting
• Office 365
• Basic Windows 10 Operating system knowledge (confirm disk space, resource consumption, clearing temp files, check Ram, etc.)
• Western Union security certificate management and installation
• Assessment skills :   analytics of complex systems and issues, trend analysis. (spotting chat and ticket trends)
• Detailed oriented for logging Service Requests
• Software installations
• Password resets
• CORE POS user requests (DM, SM, or CSR (Certificate Signing Request) setup, access / login issues)
• Core back-office (CBO) admin for New CSR setup, pin, bingo card setup for approvals, etc.
• Provide high levels of support for corporate and retail users.
• Establish procedures to address customer issues accurately and consistently.
• Take ownership of high priority incidents and escalate as necessary.
• Answer questions and provide directions related to products and services.
• Planning and scheduling time with all areas of IT support to meet service level agreements.
• Managing call and chat queues to prioritize incoming issues based on business priorities.
• Coordinate with other departments to resolve issues.
• Escalate critical issues to support and development teams.
• Document reported issues and activities in ITSM system.
• Maintain records of customer interactions for knowledge base articles
• Provide updates to help desk managers.
• Collaborate with IT and cross functional teams.
• Build trustful relationship with stakeholders.
• Identify opportunities for team effectiveness improvements.
• Support boardroom equipment and conferencing software (Cisco, Logitech, Microsoft Teams)
• Support mobility devices(iOS / iPhone / iPads) for VIP and home-based office (HBO) users.
• Provide software and hardware support to retail locations.
• End User Support (Software / Hardware) :

AD / O365 account support

Handle Network topology issues.

Perform other duties as assigned.

Qualifications

EDUCATION

EXPERIENCE

SKILLS

Additional Information

All your information will be kept confidential according to EEO guidelines.

Note to Internal Applicants : All internal applicants are required to notify current manager regarding interest in applying for this role.

PandoLogic. Category : , Keywords : Help Desk Agent