Tuesday, March 12, 2013

Service Desk Support

Job Summary:

Our comprehensive services, including network, server and desktop support, are delivered by a world-class team of technical experts. They possess a broad-based knowledge and take a vendor neutral.
The objective of the Service Desk is to contact for All Covered’s customers. The team is focused on working issues remotely for local client base. The Service Desk Representative is responsible for the creation, routing, scheduling and limited servicing of task/tickets initiated by customer requests.
Duties and Essential Job Functions:
Drive to meet and exceed organizational goals for:
Cost per Contact.
CSC Utilization.
Customer Satisfaction.
First Contact Resolution Rate.
Employee Satisfaction.
Average Speed of Answer.
Job functions
Demonstrate strong customer service skills to provide phone support including: listening to the customer to gain an accurate understanding of the situation; being empathetic to the customer’s situation and having a sense of urgency to resolve the issue; producing accurate, detailed documentation at the client, problem and incident level; resolving conflict.
Create, distribute and schedule tasks based on priority, required skills and time constraints.
Focus on customer satisfaction and service delivery quality.
Answer inbound calls/request in a timely fashion.
Meet or exceed Service Desk Representative position Key Performance Indicators (KPIs) .
Excel in the areas of:
Remote support skills.
Client service skills.
Professionalism and punctuality.
Technical competencies.
For Immediate Process,
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Warm Regards
HR Executive
Customer Is King
Web : http://customeriskinginc.com

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