Help Desk Support

Location: Rocklin, California
Posted On: 8/11/2017
Job Code: 7028599
Job Description
Contractor – Service Desk – Help Desk Operator – Corporate Support

• Provide a high level of support for internal Gap Inc. 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, Windows Environments, Mac Environments, 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 July 31st, training period is two weeks, and shifts will predominantly be M-F, but may also be Sun-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:IT  code:new
Job Requirements
Active Directory,Management,Training

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Contact Details
Divya Gurnani
E-mail Address