Resorts World New York
Responsible for delivering technology support services to users of companywide internal and external client computer systems. Assists Helpdesk Personnel to resolve complex and everyday service requests relating to client computer hardware and software problems and malfunctions; interacts and consults with Helpdesk Personnel and other IT personnel to manage client satisfaction; provides assistance, and follow-up on client inquiries. Works with IT Staff to perform client computer hardware and software installations as needed. Demonstrates and provides outstanding customer and employee relations at all times. Presents oneself in a neat and clean appearance at all times. Performs other duties as assigned.
Meet or exceed customer expectations by responding to client service requests in accordance with established service procedures and guidelines; work with company IT personnel to deliver quality service; review assigned service requests daily; follow up and provide status updates to clients; alert management, team members and other IT groups when sensitive issues arise or a major problem is suspected; minimize client downtime and productivity loss from technology malfunctions or installations. Continuously strive to improve client support; participate in initiatives to address service issues. Respond to voice mails within specified time frame; provide technical support via phone to clients, utilizing all resources available to do so; work with the company external support teams to monitor, prioritize, escalate, and dispatch calls that cannot be solved over the phone; capture information on all incoming calls in company problem tracking system, and ensure that data is updated in a timely way to provide clients and management with status updates and reports as needed. Ensure that data pertaining to the status of service requests is entered into the problem tracking system accurately and promptly on a daily basis to provide an up-to-date picture of service delivery status and backlog. Promotes positive employee and public relations. Performs other duties as assigned.
Provide First Level technical support for organizational employees and clients. Participate in configuring and setting up equipment for New Hires, Transfers, Moves and Terminated employees. Implement technology initiatives as assigned in accordance with company strategy and plan. Triage end-user technical issues based on individual SLA, priority determination and problem type. Diagnose end-user technical issues in the areas of applications, operating systems, hardware, network connectivity and/or user issues; resolve using authorized tools or escalate to the appropriate IT resource. Research and test upgrades/ updates to existing technology; recommend new technologies. Develop and maintain quality relationships with end users via quality customer service. Develop professional technical documentation.
Physical and Mental
Good judgment and analytical ability essential for responding to support calls and completing client software/hardware installations. Excellent skills in dealing with unstructured problems that affect productivity of client computer users. Strong follow-up and organizational skills. Professional manner in person, on the telephone, and via e-mail; excellent communications skills are essential to this position. Ability to establish and maintain a high level of client trust and confidence in the IT teams knowledge of and concern for the clients business needs. Strong ability to quickly learn and adapt to new technical concepts.
Associate's degree in Computer Science or a related discipline (or higher), or equivalent experience. One year of experience in an IT support or technical environment, with significant personal computer or client/server platform experience. Must be 18 years old and have the ability to obtain the appropriate license pursuant to the New York State Lottery regulations.
- 2 years ago - save job