Service Help Desk Technician - Memphis, TN USA (On-Site Position)
Description Position Description Subject Matter Expert provides the required knowledge based on his/her expertise and experience in accordance with the project requirements.
The selected person should be an active element within the team and always be available to help L1 agents.
Guide L1 agents to achieve resolution or take over complex issues to work on them.
Subject Matter Expert works with different stakeholders including client and end-users.
To achieve this, Subject Matter Expert should have an effective communication.
Tasks and Responsibilities oConduct training, coaching and role-playing activities for successful knowledge transfer, knowledge retention and soft-skill development oDevelop digital educational material (e.
g.
, videos and e-manuals) oHandle L1/L1.
5 calls originating from Retail Stores oHandle calls related to password resets, under access provisioning, release of HW/SW, network and wireless connectivity, general IT (including POS systems, printers, scanners, displays) troubleshooting, etc.
oCreate & Update Knowledge Document oWork with L2 team on improving L1/L1.
5 Resolution oPerform approved L2 troubleshooting steps oPerform Monitoring and Audit/Quality of agents oMonitor SLAs and dispatch INCs Other Requirements oWork experience in supporting and training IT service desk or support center for retail store employees and corporate support oGood communication skills and customer management experience oGood Analytical & Coordination skills oExcellent Customer Service skills oGood understanding of Computers and technical Troubleshooting skills oStrong multitasking skills handling voice calls and document records at the same time oCollaborate with Team Leads in terms of Service Outages oExcellent knowledge on Windows Operating system oCritical Situation managementQualificationsTechnical Skills SNoPrimary SkillProficiency Level Rqrd.
/Dsrd.
1Speaking EnglishPL2Required 2MS ExcelPL2Required 3MS OfficePL2RequiredDomain Skills SNoPrimary SkillProficiency Level Rqrd.
/Dsrd.
1eCommerceNADesired Proficiency Legends Proficiency LevelGeneric Reference PL1The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3The associate has comprehensive, in-depth and specialized knowledge of the skill.
She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4The associate can function as a subject matter expert for this skill.
The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.
Recommended Skills Analytical Auditing Coaching And Mentoring Communication Coordinating Customer Relationship Management Estimated Salary: $20 to $28 per hour based on qualifications.
The selected person should be an active element within the team and always be available to help L1 agents.
Guide L1 agents to achieve resolution or take over complex issues to work on them.
Subject Matter Expert works with different stakeholders including client and end-users.
To achieve this, Subject Matter Expert should have an effective communication.
Tasks and Responsibilities oConduct training, coaching and role-playing activities for successful knowledge transfer, knowledge retention and soft-skill development oDevelop digital educational material (e.
g.
, videos and e-manuals) oHandle L1/L1.
5 calls originating from Retail Stores oHandle calls related to password resets, under access provisioning, release of HW/SW, network and wireless connectivity, general IT (including POS systems, printers, scanners, displays) troubleshooting, etc.
oCreate & Update Knowledge Document oWork with L2 team on improving L1/L1.
5 Resolution oPerform approved L2 troubleshooting steps oPerform Monitoring and Audit/Quality of agents oMonitor SLAs and dispatch INCs Other Requirements oWork experience in supporting and training IT service desk or support center for retail store employees and corporate support oGood communication skills and customer management experience oGood Analytical & Coordination skills oExcellent Customer Service skills oGood understanding of Computers and technical Troubleshooting skills oStrong multitasking skills handling voice calls and document records at the same time oCollaborate with Team Leads in terms of Service Outages oExcellent knowledge on Windows Operating system oCritical Situation managementQualificationsTechnical Skills SNoPrimary SkillProficiency Level Rqrd.
/Dsrd.
1Speaking EnglishPL2Required 2MS ExcelPL2Required 3MS OfficePL2RequiredDomain Skills SNoPrimary SkillProficiency Level Rqrd.
/Dsrd.
1eCommerceNADesired Proficiency Legends Proficiency LevelGeneric Reference PL1The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3The associate has comprehensive, in-depth and specialized knowledge of the skill.
She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4The associate can function as a subject matter expert for this skill.
The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.
Recommended Skills Analytical Auditing Coaching And Mentoring Communication Coordinating Customer Relationship Management Estimated Salary: $20 to $28 per hour based on qualifications.
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