Desktop Support Technician
Teletech - Miami, FL

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Senior Desktop Support
Technician

Senior
Desktop Support Technicians are responsible for providing

assistance with technical support of desktop computers, applications, and
related technology on call, 24/7.

Senior

Desktop Support Technicians answer a vast range of questions
from troubleshooting

internet

connection problems to instructing users on how to turn on their systems. They
are responsible for installing, maintaining and troubleshooting all computer
hardware and

software

within a site.

Senior Desktop Support Technicians mostly
work face-to-face with employees, answering the technical questions of all end
users, escalating them to higher level if required. They may be required to
successfully manage more than one project simultaneously.

Senior Desktop Support Technicians should
have a strong commitment to providing the best customer service, and

deliver department processes and
project work in a timely and accurate manner following client and company
standards.

Senior Desktop Support
Technicians are expected to have a thorough working knowledge of TeleTech’s
policies and procedures related to Desktop Support duties.

They may also mentor Desktop Support
Technicians in all aspects of their job.

Key Performance
Objectives

1.

1. Achieve 100% uptime of all site
technologies and systems, and 100% of issues resolved.

Senior Desktop Support Technicians are given daily, weekly,
and monthly tasks, which must be completed on time.

They
are responsible for installation, configuration, and ongoing usability of
desktop computers, peripheral equipment and software within established standards
and guidelines.

They interact with numerous computer platforms in a
multi-layered client server environment. They ensure desktop computers
interconnect seamlessly with diverse systems including associated validation
systems, file servers, email servers, computer conferencing systems,
application servers, and administrative systems.

(Time management,
achievement motivation, results orientation, efficiency, accountability)

2.

2. Understand objectives, timeframes,
and requirements associated with each goal and task.

Have working knowledge of systems and
processes used at the site. Become an information technology professional. This
includes high level of knowledge of information technology department’s
practices and policies and having a thorough understanding of systems that
support those functions. Adapt quickly to any changes in the process. Be able
to troubleshoot issues, analyze data to uncover and report issues that will
impact site systems. Understand the requirements for each task while strictly adhering
to TeleTech’s policies and client’s requirements.

(Attention to detail and process, follow-through, technical knowledge,
ability to learn, analysis)

3.

3. Understand and improve the key
success metrics associated with desktop support goals.

These include:
99.95% uptime of desktops

List
of services signed-off by stakeholders

Operations
Business Review (CSAT)

Employee
Engagement

Senior Desktop Support Technicians should gather information,
analyze data, observe the process and participate in efforts to constantly look
for opportunities to improve current process and communicate their ideas to
their managers regularly.

(Observation,
innovation, creativity, collaboration, communication)

4.

4. Deliver consistent high quality
customer service.

Respond
to all customer requests within the established time frames. Maintain a
positive, respectful and caring attitude when working with others. Communicate
problems clearly and reassure customers that issues will be resolved quickly
and deliver with minimum long term impact. Proactively share all issues with
management and other team members. Take personal responsibility for solving
issues and finding solutions.

(Customer
focus, friendly, helpful, accountability, diplomacy, communication)

5.

5. Escalate department issues as
appropriate.

Clearly
identify technical issues including the scope of the problem and relative
urgency. Provide clear explanation and documentation of the issue to the
appropriate level if needed. Answer technical questions and in isolate the root
cause of system/process problems. Participate in testing solutions to ensure
technical issues have been resolved.

(Analysis,
problem solving, judgment, communication, system troubleshooting)

Basic Qualifications

Strong
understanding of Teletech’s business, core values, and goals

Strong
interpersonal skills in dealing with a diverse population

High
customer service orientation

High
level of integrity, honesty, and judgment

Ability
to respect and ensure strict confidentiality of customer data

Demonstrated
multi-tasking capability and proven success in fast paced environment

Strong
attention to detail and desire to follow procedures

Strong
verbal and written communication skills

Technical
understanding of different Information Technology areas

Working
knowledge of database applications

Troubleshooting

2+
years experience as Desktop Support Technician

Microsoft
Certification

Preferred
Qualifications

Knowledge of call center business

Desktop support experience

Cisco Certification

TeleTech - 20 months ago - save job - - block
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