Help Desk Support

Location: Rocklin, California
Posted On: 8/11/2017
Job Code: 7248144
Job Description
Service Desk – Help Desk Operator – Corporate Support
•Provide a high level of support for employees located globally.
•Research, diagnose, resolve or escalate technical and procedural issues from multiple service channels using multiple tools and documented process.
•Use critical thinking skills and probing questions to identify affected devices and applications.
•Clearly log and assign tickets as outlined in department documentation and problem management requirements, owning the end to end lifecycle of issues reported to you, while keeping customers informed.
•Communicate to employees with a high level of Customer Service that is easy to understand and non-technical. Utilize a third party interpreter when applicable.
•Take personal accountability to meet Help Desk Operator key performance measurements and be punctual.
•Actively contribute to meeting the department's shared goals and contribute ideas to improve performance.
•Effectively handle multiple service channels at one time when needed with the same high level of support.
•Provide quality customer service through communication, composure, empathy, helpfulness, and flexibility.
•Remain cool under pressure and effectively handle stress, change, and uncertainty.
•Understand the business impact of issues a customer reports, have a genuine concern for their situation while empathizing.

•Experience in a corporate call center preferred.
•Familiarity with corporate call environments and call drivers such as Office Suite,Access, and Active Directory.
•Strong verbal and written communication skills.
•Must be willing to work non-traditional hours including, early mornings, evenings, late nights and/or overnight shifts.
•Passion for customer service and resolving issues in stressful environments.
•Proven ability to troubleshoot and resolve technical and procedural issues.
•Dependability, Self-Motivation, and a drive to excel.
•Must be able to react quickly to change, handle ambiguity and adapt to cultural differences.
•Ability to multitask while maintaining a high level of customer service.
•Ability to maintain a Growth Mindset when receiving feedback, constantly acquire and fold in feedback to attain a higher level of performance.
Additional Job Details:
Start date for the position is August 28th, training period is two weeks, and shifts will predominantly be M-F, but may also be un-Tr or Tues-Sat. Corporate Call volume primarily is from 6:00a – 7:00p, but some shifts may fall outside of that timeframe. All work for this position is in Rocklin.
Category:Non-IT  code:new
Job Requirements
Access, Mac, Training, Excel, Active Directory

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Contact Details
Divya Gurnani
E-mail Address