Intern Service Desk Specialist

Yonkers, NY

Posted: 03/14/2019 Industry: IT Consulting Job Number: 11974176
Screens, refers and diagnoses inquiries/work requests related to maintenance of personal computers and related systems. Handles high call volume with a positive client service demeanor. Resolves the client's issue or refers to the appropriate associate.

Responsible for screening, referring, and diagnosing inquiries and work requests as they relate to maintenance of personal computers and related systems. Either resolves the client's issue or escalates or refers the problem to the appropriate associate for resolution. Identify problems and provide solutions to client issues ensuring client satisfaction and productivity. Handle a high volume of calls for extended periods, with a positive client service demeanor. Impart knowledge to clients. Escalate issues as required and ensure a timely distribution of information within the organization in order to expedite the resolution of complex problems. Follow the client support guidelines and procedures in researching questions in order to provide excellent client service and technically accurate answers. Use and maintain support documentation, policies, and methods of support delivery. Communicate service policies for products supported by the Client Support group. Research and communicate incident or service request status as requested by client. Attend client support training sessions offered within the group and participate in training workshops to enhance current skill base and learn new skills.
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