Help desk is open from 6:30am - 7:30pm. The core shift the technician would initially work is 8:30am - 5:00pm. However, there are two other shifts: 6:30am - 3pm & 11:00am - 7:30pm. Candidate could be working any three of these shifts so must be flexible

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, customers 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 service
. Perform other duties and actively work on projects as assigned by the Desktop Support Manager

Experience: 1. Previous Level 1 experience phone experience
2. Lotus Notes experience (any recent version)
3. Ability to work flexible shifts.
4. Strong customer service attitude / skills
5. Windows XP

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, RREEF's ticketing system
. Blackberry troubleshooting
. Documentation creation and other knowledge management activities To Apply to this job go to http://www.GadBall.com or click here