The role of this position is primary answer person for the Service Desk. Answer calls live, and minimize callers wait times in the hold queue while effectively triaging technical problems and service requests.
Provide technical support to Emerson end users for resolving hardware, software and user access issues via phone and email;
includes employing best practices to resolve the problems, routing trouble tickets to appropriate technicians for resolution and escalating issues to Tier II for more complex diagnosis.
Handle administrative tasks and desktop configuration tasks when not handling calls. This position requires effective Oral and written communication skills in designated language(s).
Provide tier II support for all hardware software services via telephone, e-mail, and walk-ins in a courteous and professional manner.
Route and or escalate more complex requests to appropriate Tier III support technician
Provide backup to Tier I staff when not providing Tier II support.
Provide telecom services for adds / changes / deletes. Follow up to ensure telephone services are maintained. Troubleshoot problems on extensions and v-
mail. Assist users in changing passwords and train users on v-mail Access / usage.
Research hardware / software problems for end users by applying standard procedures and best practices. Ensure Emerson IT Shared Service’s Service Level Expectations are maintained.
Install, troubleshoot and support Microsoft Office Products. Identify and learn appropriate software and hardware used and supported by the organization.
Record, track, and document all the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
o Monitor and coordinate SPAM control process. Evaluate SPAM email for validity allowing appropriate emails to pass.
Assist with training and development of Tier 1 staff
Other duties as assigned.
BA / BS in Information Systems or related area required
Fluent in Spanish
1-2 years plus technical phone support experience
1-2 years’ experience with voice services
1-2 years’ experience with SPAM control and anti-virus tools
Experience training users on basic software and hardware functions via phone
Proven analytical and problem-solving abilities
Exceptional customer service orientation and written and verbal communication skills
Knowledge of computer hardware, including Intel based desktops, laptops, and servers
Experience with desktop operating systems, including Exchange, Outlook and Windows Office products
Support experience with PDAs
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
Experience working in a team-oriented, collaborative environment
A Certification a plus
Ability to share afterhours on call duties with other technicians
Ability to work flexible shifts including nights and weekends