Description:
ECS is seeking a front-line, tier 1 IT helpdesk position with an emphasis on customer service and triage. This position is in the Orlando office
Responsibilities:
- Serve as the first point of contact for employees seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by employees
- Walk the employee through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update employee status and information
- Pass on any feedback or suggestions by employees to the appropriate internal team
- Identify and suggest possible improvements on procedures