Desktop Support Associate-Duluth
NALHE
- Duluth, Minnesota, United States
- Duluth, Minnesota, United States
About
Essential Responsibilities:
Entry level position performing standard routine and often repetitive work under supervision of other staff.
Majority of time spent responding to and resolving tickets interacting directly with clients to resolve problems via phone, email, chat or in person.
Provides limited support for projects and administrative work. (e.g. writing documentation for tickets, updating and maintaining logs etc); Performs assets management tasks.
24 x7 Standby responsibilities may be required to respond to urgent support calls.
Supervision Given and Received:
Receives direct but not constant supervision. Typically requires some instruction and guidance from other higher level staff.
Problem Solving and Decision Making:
Identifies first level problems and escalates if necessary. Cannot make decisions independently aside from what is directly related to resolving ticket.
Customer Service Skills:
Demonstrates professional behavior with all customers at all times.
Develops a clear understanding of the customers needs seeking information through clarifying questions.
Maintains clear communications with customers regarding expectations and time frames
Follows up with customers after a problem has been resolved to inform them of any action taken.
Sensitive to customers frustration and responds professionally.
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Languages
- English
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