2018-037 Help Desk Representative
About RigilRigil is an award-winning, woman-owned, 8(a) small disadvantaged business that specializes in technology consulting, strategy consulting and product development. We value teamwork and strive to build strong leaders.
Location Washington, D.C.
Job typeFull time
PurposeThe Help Desk Associate is responsible for maintaining maximum utilization and productivity for internal and field Technical Services Team members through continuous management of service requests and projects. Performs service request triage from clients and assigns, schedules and dispatches service engineers for remote or onsite service according to priority and service level agreement (SLA). Maintains strong client relations through high-pressure situations is a critical.
Duties and responsibilities
Act as the single point of contact to clients for all types of service requests.
Pre-process service requests as they arrive through email, manual entry, or direct client input.
Actively review, monitor, assign and manage inbound and existing service-tickets.
Confirm proactive maintenance tickets consistently completed.
Maintain, update, and create technical support and end-user support documentation.
Oversee and escalate technical issues for all technical team members as needed.
Resolve inbound tickets (Level 1 & 2 helpdesk as needed) to ensure SLAs are met.
Monitor team schedules and ensure prompt time entry on service requests.
Communicate with clients to keep them informed of service ticket schedule and progress.
Escalate service requests that cannot be scheduled within agreed service levels.
Ensure 100% of Technical Services Team time/efforts is documented with time entries on service tickets according to daily time-entry policies.
Maintain fastest possible turnaround for client service requests.
Minimum qualifications
High School with minimum 6 years of relevant experience.
Application instructions
To be considered for this position please apply through our website at www.rigil.com/careers . Any further questions should be directed to mamta@rigil.com.
Rigil is an equal opportunity employer
Rigil considers applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, sexual preference, personal appearance, family responsibility, the presence of a non-job-related medical condition or physical disability, matriculation, political affiliation, veteran status, or any other legally protected status. Rigil requires a Pre-Employment Background Investigation.