Job Description

Responsible for the first level customer support and user Client Services Desk support. The Client Services Desk is the single point of contact for our customers. First level support consists of resolving simple and intermediate service issues in a timely manner. Issues requiring in-depth problem solving skills or programming skills will be escalated to the next level of support for resolution.

PRINCIPAL FUNCTIONAL RESPONSIBILITIES:

• Analyze, troubleshoot, and resolve user and customer Client Services Desk problem tickets in a timely manner.
• Assist technical services team as required. May include building and configuring computers and installing hardware and software.
• Communicate resolution of Client Services Desk calls to appropriate users and customers.
• Confer with and advise colleagues of technical problems and processes.
• Work jointly with other information groups and business units to coordinate activities.
• Focus efforts on continuous improvement looking for ways to streamline processes and to improve customer satisfaction.
• Document Client Services Desk processes as necessary.
• Log all calls/issues in the Client Services Desk tracking system along with resolutions.
• Submit knowledge documents for all resolutions not already contained in the knowledgebase. Update all existing documentation that is not current.
• Maintain Client Services Desk metrics and provide reports to management.
• Monitor work using the management by planning (MBP) process.
• Visit plants, service centers, customers, and suppliers as necessary to gain a thorough business understanding.
• Monitor Legacy systems to insure they are operating correctly. When they are not, take corrective action.
• Participate in off hour on call problem resolution process.
• Provide backup coverage for 1st shift operations and 2nd/3rd shift Client Services Desk absences. Will be required to work 2nd/3rd shift a minimum of 2 weeks per year.

ESSENTIAL QUALIFICATIONS AND SKILLS:

• Must be enrolled in a Bachelor’s Program
• Proficient computer skills required including knowledge of Windows, Microsoft Office products, Internet, printing.
• Proven ability to function with minimal direction in completing the responsibilities of position.
• Demonstrated ability to communicate clearly and effectively over the phone in a professional manner.
• Strong troubleshooting skills.
• Good written and verbal communication skills.