Job Description
Description: Customer-focused IT Help Desk positions. Minimum of 35WPM Candidates with 1 year help desk/customer service experience. Shifts are TBD. Their core schedule may be Weekend, After Hours, or Core. The tentative start date is 04/12/2021 Top three personality traits or skills sets that make a contractor successful -Customer Service, Typing & Microsoft Office Productivity Software Provides client desktop support with basic level technical understanding and capability (Tier 1) in Microsoft Operating Systems, Microsoft Office Suite and computing in an enterprise network environment In Tier 1 technical scope, effectively troubleshoots desktop and mobile computing devices, network and peripheral issues; identifies and engages needed resources to remedy problems; Diagnoses and resolves technical issues that require in-depth analysis, such as application, hardware, and software problems; Takes appropriate action (e.g., phone calls, pages, emails, etc.) to contact responsible support personnel to handle system wide events (e.g., system outages, software rollouts, down servers, application failures, etc.) After-hours analysts provide support after core hours. Contacts On-call support for urgent issues on applications used by clients Administers active 2-way communications and 'knowledge transfer' within assigned team/function, both planned/advance notice and real-time Create/Assign incident tickets and work orders based on priority, impact and complexity to the appropriate fix agents Must be able to follow through on assigned tags to completion Assesses and ensures process and work conforms to existing policies, standards and guidelines Correlate multiple customer issues identified with alarms / alerts received to eliminate duplication of events Manage alarms and alerts received from existing monitoring programs using previously defined business rules Completing documentation of service requests within established time frames Minimum Qualifications o High School Diploma or equivalent o 1 year of IT service/help desk operations experience o Complete service requests and troubleshoot computer and device problems via the telephone & web channels o Standard knowledge and experience in MS Office Suite, MS operations systems, and enterprise network environment o Strong client customer skills o Ability to learn quickly and transfer essential knowledge to team members o Capable analytical skills o Teamwork is essential o Strong communication skills o Demonstrates work quality and efficiency o Open and adaptable to change o Passion for safety Desired Qualifications o Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience. o 1 year of general customer service experience in retail, or call center sales or service role o IT technical experience in pc use, maintenance, troubleshooting, repairs, software & hardware installation o Qualitative and quantitative analytic & problem solving skills o Ability to learn new concepts quickly o Organizational skills o Advanced verbal and written communication skills o Proficient in Microsoft Excel and Word
Company Description
Intelliswift Software, Inc. is a premier business and technology solutions company headquartered in the Silicon Valley, with offices across the United States, India and Singapore. The company has a proven track record of delivering results through its global delivery centers and flexible engagement models for over 450 brands ranging from Fortune 100 to growing companies. Intelliswift provides a variety of services including Enterprise Applications, Mobility, Big Data/BI, Staffing Services, and Cloud Solutions. Growing at an outstanding rate, Intelliswift has been recognized as the second largest private IT Company in the East Bay.