Level 1 Helpdesk Agent

Under limited direction from the ABS Service Desk Team Lead, the Help Desk Agent is responsible for answering Help Desk calls and tickets in a timely manner and assisting users with various systems issues. The Help Desk Agent maintains a proficient knowledge of technical programs and is able to assist users with a variety of problems. The Help Desk Agent may be asked to assist in special projects coordinated by an ABS Team Lead.

Job Description

• Provides friendly, courteous, and quality systems support to all users.
• Strives to meet or exceed all SLA goals
• Respond to incoming telephone calls, voicemail, web-submissions, emails and/or chat for assistance from users experiencing problems
• Provide Level 1 technical support
• Assist with advanced troubleshooting for special projects as directed by an ABS Team Lead
• Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (ie software, hardware and client specific applications)
• Document customer requests in call tracking system (ABShelp and/or Infra)
• Route tickets accurately to second level support when needed
• Recommends changes in policies/procedures to the Service Desk Team Lead
• Stay current on and adhere to established policies, procedures and documentation

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Required Skills

• Knowledge in Microsoft Office 2007/2010 (ie Word, Excel, PowerPoint, Access)
• Knowledge in Microsoft Outlook 2007/2010
• Knowledge in Blackberry device setup and troubleshooting
• Knowledge in Windows XP and 7 Operating Systems
• Knowledge of Active Directory and user account changes
• Minimum of three years' experience in a Call Center/Helpdesk position
• Bachelor's Degree with a minimum of one IT certification (ie HDI, A+, ITIL, MCSE, Network +) or related coursework
• Strong customer service and communication skills
• Technical aptitude with strong PC literacy skills
• Strong problem solving skills and decision making ability
• Effective listening skills
• Ability to learn and apply technical information in a fast-paced, demanding work environment
• Ability to follow policies and procedures; attention to detail
• Ability to handle a large call volume
• Flexibility to accommodate Help Desk's hours of operation, open seven days-a-week, including holidays
• Strong enthusiasm and desire to learn
• Work well in a team environment
• Strong written and verbal communication skills
• Self-motivation and organization