Job Description
Job Description
Help Desk/Kiosk Support Role
We are conducting a search for a Help Desk/Kiosk Support personnel to join our client's team. You'll help our more than 1,000 end users navigate through the challenges of their day-to-day tech needs, providing in-person and remote support.
In this role, you'll be doing everything from managing lending services (think loaner mice, keyboards and more) to providing both primary and back-up support via phone and chat. You will also assist with filling out necessary service requests, escalating them where necessary, and ensuring their efficient processing.
We're looking for someone who's good with people and has a knack for explaining technical issues in easy-to-understand terms. It's important that you have the technical aptitude to diagnose an array of issues and know when it's time to escalate an issue to others on the team. It's also critical that you consider the needs of our customers— staying on a support call until it's complete, showing up on-time everyday ready to engage, and keeping an eye on chats and developing issues.
Key Qualifications:
* Strong interpersonal skills—happy being around other people, showing empathy and compassion.
* Excellent communication skills.
* Proven technical aptitude - specifically knowing when to pass on a ticket.
* General knowledge of ServiceNow, Salesforce and being proficient in system navigation while listening.
* Previous Help Desk or Customer Service experience is a must.
* If you enjoy engaging with people, dealing with technical challenges, and staying on top of emerging trends, then we want to hear from you!
• Minimum of 1 year of experience in a Help Desk or Customer Service role.
• Strong technical aptitude with experience in troubleshooting hardware and software.
• Familiarity with tools such as Office 365, Active Directory, and ServiceNow.
• Proven ability to manage and resolve service desk tickets effectively.
• Excellent interpersonal and communication skills to explain technical concepts clearly.
• Knowledge of workstation support and end-user training.
• Ability to prioritize tasks and remain attentive to user needs.
• Proficiency in navigating systems while listening and assisting users.