Tier 1 support

[Vims]

Никому не надо кто без работы...
Вопросы на имейл или в приват
vims@shaw.ca

[Alexandr]

А какие скилсы нужны для этой работы?

[Vims]

А какие скилсы нужны для этой работы?

The Challenge - Key Objectives/Deliverables
• Meeting customer service levels
• Answering calls within a set amount of time where appropriate
• Resolving problems effectively and efficiently
• Learning new skills

Soft Skills
• Customer Service Skills
• Communication Skills
• Problem Solving Skills
• Multitasking Skills

Required Knowledge:
• Demonstrated knowledge of PCs, Servers, TCP/IP, Dial-up and ADSL
• Experience with REMEDY and LYNX
• Familiarity/understanding of IT products and services

Required Skills & Abilities:
• Strong problem-solving and trouble-shooting skills
• Excellent communication and interpersonal skills with people of all levels
• Ability to work independently with minimal supervision and also effectively as part of a team
• Ability to multitask and prioritize
• Ability to perform job functions under stress and pressure

Role Description
• Ability to adapt quickly to new technologies
• Past experience working on central helpdesk teams
• Strong verbal and written communication skills
• Ability to work shift work (covering 24x7x365)
• Strong analytical abilities
• Strong desire to contribute to process improvement


Relevant Professional Designation/Certification:
• (Equivalent Industry and Technical Experience will be considered in lieu of any of these)
• MCSE 2000 or 2003
• Exchange Certification
• Computer Science Degree

Outline of Duties
• Perform a composite of the following duties
• Attend to customer queries and requests on computer and application support
• Identify problems, diagnose error messages, determine cause
• Track and monitor ticket status
• Operate and support computers and a variety of application and system software
• Contact others and respond to related queries
• Resolve and/or refer for resolution
• Provide on-the-job training to others within the department
• Prepare and maintain procedural documentation
• Perform related duties as assigned of a minor nature which do not affect the value of the job