Assistant Help Desk Technician

  • DXC Technology
  • Isabela, Puerto Rico
  • Jul 26, 2018
Full time Help Desk Specialist

Job Description

Provides level 1 technical support to users for basic computer related technical problems.  Enters tickets into the call tracking tool; ensures information is accurate, prioritized and assigned to a queue. Provide the highest quality of customer service; being able to place orders correctly according to client’s requirements and being able to follow through to completion.

Essential Job Functions

  • Answers help desk telephones and responds to basic customer inquiries to ensure customer needs are met.
  • Assists customers in resolving basic technical problems by providing scripted guidance regarding software and hardware problems.  Resolves and/or refers more complex technical problems through a defined escalation process.
  • Place orders in the system, follow up until fulfillment and billing.
  • Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
  • Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Basic Qualifications

  • High school diploma or G.E.D.
  • Highly Proficiency – English (verbal & written)
  • One or more years of technical training in computer support preferred
  • Zero or more years of technical or customer support experience
  • Experience working with company products and operating systems
  • Experience with solving computer-related problems
  • Experience with customer service.

Other Qualifications

  • Interpersonal skills to interact with customers and team members
  • Great English Communications and Documentation skills
  • Organization skills to balance and prioritize work
  • Analytical and problem-solving skills
  • Ability to follow verbal and written instruction
  • Ability to work in a team environment
  • MS Office (word, excel, ppt)
  • Ability to learn customer specific software/portal