Overview

LOCATION: Coppell, TX 75019LENGTH: 12 Month Contract to Hire (Will look to convert full time after 12 months based on performance)DESCRIPTION: Help DeskThis company offers an opportunity to convert full time with an excellent benefits package. Once converted full time there is room for career growth and the opportunity to change verticals and take your career to the next level!This will be a Help Desk environment for multiple end clients so candidates must have a diverse skill set.  Must be fluent in French. Education:High School Diploma Technical Skills: Active Directory and VPN are a mustTroubleshooting skills-Need to know what questions to ask to get to the root of the problem quicklyWindows/Outlook software supportDesktop SupportRemedy ticketing system preferred, but other ticketing systems will be consideredA+ certification is preferred  Soft Skills: Flexibility since the processes may change on a day-to-day basis depending on the client they are working with and what the client’s needs areMoldableAble to take directionMultitaskingGood attendance (there is a point system)Ability to thrive in an up-tempo high stress environment.  Main Responsibilities: Provides technical support to users for basic computer related technical problems.Enters tickets into the call tracking tool; ensures information is accurate, prioritized and assigned to a queue.Answers help desk telephones and responds to basic customer inquiries to ensure customer needs are met.Assists customers in resolving basic technical problems by providing scripted guidance regarding software and hardware problems.Resolves and/or refers more complex technical problems through a defined escalation process.Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.Experience with solving computer related problems.Experience with company products, operation systems and escalation policy.Good communication, interpersonal and organizational skills.