Kforce has a client that is seeking a Service Desk in Austin, TX.Key Tasks: * Under general direction, Service Desk is responsible for leading the work of customer service representatives * Provides technical software and hardware direction and support for escalated issues * Responds to Tier II and III support requests * Generates activity and status reports * Working conditions are primarily inside an office environment * Exercises functional supervision over assigned staff * Problem Resolution: Responds to Tier II and III support via multiple sources such as phone and e-mail; Generates activity and status reports; Diagnoses escalated customer problems and provides guidance to other team members; Escalates when necessary; As a Service Desk, you coordinate the resolution of application, hardware and software problems; Assists systems and programming professionals, as needed; Creates temporary solutions until permanent solutions can be implemented * Recurring Problem Identification and Resolution: Identifies recurring and potential problems; Develops procedures and controls for prevention; Investigates alternative methods to expedite problem resolution * Issue Research: Researches trouble issues; Understands technical constraints when exploring options to solve customer problems * Communication: Service Desk documents and coordinates updates on issues to ensure customer satisfaction and productivity * Vendor Support and Management: Works with vendor technical support personnel on solutions for customers * Service Level Management: Monitors service-level agreements to ensure that requirements are met or exceeded; Develops customer satisfaction metrics and service procedures with customer input * Knowledge of basic to moderately complex hardware and software products * Knowledge of the latest office automation software and network operating systems and Macintosh desktops and laptops * Skill in problem solving/troubleshooting * Skill in problem analysis and decision-making * Skill in Interpersonal professional communications Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Compensation Type:HoursMinimum Compensation:18.00Maximum Compensation:21.00

Job Details:

Posted Date : 2022-05-07

Job type : Full Time

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