Initially the ideal candidate will have the short set of skills outlined below.
1. Previous Level 1 experience phone experience
2. Lotus Notes experience R5 and R6
3. Ability to work flexible shifts.
RREEF's help desk is open from 6:30am - 7:30pm. The core shift the technician would initially work is the 11:00am - 7:30pm. This technician will be expected to assist in providing back up coverage if primary technician is out of the office.
4. Strong customer service attitude / skills
5. Windows XP

The person in this position will field calls and emails daily from approximately 1,000 internal employees regarding issues with hardware, software and the network. The level 1 technician will attempt to resolve issues in a given time frame (corresponding to service level agreements) and then escalate to the next level of support as necessary.

General Responsibilities

. Monitor the help desk inbox and resolve and/or escalate to the appropriate group all issues reported during your shift
. Answer the help desk phone line and resolve and/or escalate to the appropriate group all issues reported during your shift
. Create tickets in GWI, Clients ticketing system, and document all required information based on the type of request
. Monitor the GWI queue for tickets reassigned to the help desk, this includes monitoring open tickets and ensuring appropriate follow-up has taken place
. Actively follow up with escalation points on cases to gain a better understanding and find resolution for our customers
. Actively keep customers informed of their request status based on their individual needs; if unable to resolve, clearly manage expectations on how the case will be handled
. Meet or exceed all related SLA (service level agreement) measurements and effectively contribute to meeting or exceeding overall team SLA measurements
. Inform others within your team on troubleshooting steps, resolutions, or any other information identified as beneficial to improve RREEF's service
. Perform other duties and actively work on projects as assigned by the Desktop Support Manager

Experience: Required Experience

. 1+ years providing phone or email support for end users in a technical environment, assisting with both software and hardware
. Intermediate to advanced experience with the Microsoft Office Suite, Windows XP, and Lotus Notes
. 1+ years using a ticketing system to document and route incidents
. Solid ability to perform troubleshooting, problem solving and triage
. Comfortable using remote access tools to solve problems without providing in-person deskside assistance
. Typing speed of 40+ words per minute
. Capability to quickly learn proprietary applications (will be trained).

Preferred, but Not Required Experience

. GWI, Clients ticketing system
. Blackberry troubleshooting
. Documentation creation and other knowledge management activities
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