Help Desk IT


Posted: 06/26/2018 Industry: Help Desk Job Number: 000000598

Our customer in Braselton, GA is currently looking for an Entry Level Help Desk POS agent on their Retial Support team to join their team on a long term contract basis.

As a part of the Help Desk Team, the ideal candidates will be responsible for delivering support to the users in our stores. The objective is to record incidents in our ticketing system and resolve them. Unresolved issues will be passed to 2nd level support after investigation. You must maintain a respectful and positive tone with our users at all times.

Job Duties:
• Meets contact center goals and service level by utilizing established service techniques
• Identify and handle store phone inquiries completely and accurately
• Resolve customer complaints and problems to the satisfaction of the user
• First level support for:
o POS software and hardware issues
o Telecom and network issues
o Incidents related to in-house applications
o Incidents related for Microsoft Office, Citrix and other applications
o iPod hardware and in house software issues
• Maintain accurate user data including documentation of discussions, issues, user requests or other relevant information into Contact Center systems as required and managing/prioritizing workload
• Use technology tools as directed and within established guidelines
• Maintain confidentiality of the organization’s user data
• Participate in individual and team trainings and meetings to ensure knowledge is up-to-date
• Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
• Observant in reporting unusual circumstances or possible security concerns in the field to management
• Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision
Remote user administration (LANDESK)

Required Skills:
• Previous customer service or helpdesk experience
• Demonstrate excellence with listening, verbal and written communication skills
• Working knowledge of Computers, Microsoft Outlook, Excel
• Ability to navigate and multi-task
• Proficient reading skills
• Must have the ability to abide by all of the policies and procedures; specifically the attendance policy
• Must know, understand and follow all Standard Operating Procedures
• Retail Experience and or IT experience is a plus
• Working knowledge of Windows XP or WEPOS
• Experience with Epicor Retail Suite is a plus
• Proficient Typing Skills
• Microsoft, A+ or Cisco Certifications are a plus
• Must have a sense of urgency
• Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly (Based on in house documentation).

• Technical Diploma preferred
• High school diploma or a GED required
• Minimum 6 months of customer service experience

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