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Job Description:
We have a customer service opportunity available at Newark International Airport. This is a great opportunity if you're in school during the day and would like the evening or overnight shift. There is also lots of growth potential available. If you're looking for an entry level position into the Information Technology field this, is it! Free Parking.
This is working Saturday, Sunday, Monday and Tuesday from 8AM - 7 PM including 1 hour for lunch/breaks
Purpose of the Job: Responsible for exceptional front line client support by providing Tier 1 technical support through analyzing and troubleshooting technical problems and resolving relatively simple hardware, software, network and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.). Responsible for client validation, initial service ticket creation and prioritization, basic troubleshooting and resolving open incidents in the help desk as the first level of client service delivery; also performed on site for Key Accounts as designated. Document and triage the request by solving or escalating the request to Tier 2 technical support staff. Ensure help desk services are delivered to clients in a high quality and professional manner consistent with company initiatives, client expectations as well as internal and externalSLAs.Primary Roles & Responsibilities:
- Initial point of contact for clients requiring technical troubleshooting experience on hardware, software, network and connectivity issues.
- Identify, research, analyze, diagnose, resolve and close first level technical problems in a quality and timely manner.
- Escalate irresolvable issues requiring Tier 2 support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity.
- Monitor service desk tickets volume and ensure timely closure of all assigned tickets.
- Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.
- Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance.
- Analyze ticket data to identify and implement lessons learned, efficiencies and enhanced client service.
- Continuously expand research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.
- Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of the skill set in the products & services that the client supports.
- Meet all financial performance objectives for area of responsibility and take corrective action as needed.
- Implement and make recommendations to improve methodologies, core competencies and processes for the service desk to ensure stable and quality product & service delivery consistent with company objectives and client expectations.