IT Helpdesk Support (Tier I)

NTT DATA - Remote

Full time, temporary (3+ months)

Start date: 9/19/2022

Pay rate: $20.00/hour

Hours: Training class starts on September 19, 2022 through November 2, 2022. MANDATORY Training hours are 8:00- 4:30 (EST) M-F

Post training hours:
Select one - 2 hour start window: 10 am to 12 pm and 1 pm to 3 pm

Example: What it means it a person who wants the 2 hour start window of 1 pm to 3 pm. could start at 1 pm or 1:15 pm or 1:30 pm or 1:45 pm etc. all the way but not past 3 pm for their start time not their end time

This position requires the prompt technical responses to questions from retail stores and pharmacy employees regarding troubleshooting, diagnosing, and resolving problems for their software and hardware issues. This position requires a thorough knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues. Related online diagnostics are used for troubleshooting; incidents are tracked in a case tracking system. The primary role of this position is to take live trouble-shooting calls daily 100% of the time. This position must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to 1st call resolution and overall customer satisfaction.

Responsible for resolving customer inquiries by using the tools provided to services the customer quickly, efficiently and thoroughly. Prompt response to questions from retail store employees by troubleshooting, diagnosing, resolving problems and overall store support and installations. Document problems accurately and succinctly in the appropriate support tools provided. Maintain knowledge with accurate and up to date information relating to current policies, procedures and troubleshooting techniques.

EXPERIENCE:

•6 months of hardware experience preferably in a call center environment.

Must demonstrate analytical, problem solving and interpersonal skills Must have excellent Customer Service skills Must have competent PC skills, proficiency in MS Office required, Must have excellent verbal and listening communication skills Must have excellent writing skills Able to work in a flexible 24/7 work environment, preferred

EDUCATION:

High School Diploma or GED required.

Job Types: Full-time, Temporary

Pay: $20.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• IT Tech support: 1 year (Preferred)
• IT call center: 1 year (Preferred)

Work Location: Remote

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