Job Description:

Help Desk Specialists serve as the initial point of contact for customers and associates requiring assistance with hardware, software, or network incidents, requests or problems. They answer calls and emails from internal and external customers, as well as address incident tickets which are submitted directly by the clients or via automation. They provide an immediate resolution when possible, or reassign the matter to next level support when necessary. Regardless of whether first level incident resolution is possible, the Help Desk Specialist will capture relevant information via an on-line system, prioritize issues, gain an understanding of the issue, search for solutions and update the user on progress. The Service Desk Specialists are also responsible for monitoring the status of ticket queues to ensure that time to respond and time to resolve Service Level Expectations are being met.

Required Skills:

• Prior experience in a Service Desk, Help Desk, or direct Customer Service / technical support role.
• Good working knowledge of Desktop / Network support including Microsoft Office applications and Windows operation systems XP or higher, Microsoft Outlook, etc.
• Strong written and verbal communication skills.
• Strong customer service skills.
• Demonstrated analytical and problem solving skills.
• Willingness to work 40-50 hours per week any time within the hours of 7am and 10pm US EST TIME depending on client call volumes and coverage needs. Applicant must be aware of that and agree to work off-hours including weekends and holidays.

Recommended Skills:

• Prior experience with Remedy ticket management system or comparable Incident Management systems.
• Microsoft technical certifications are highly desirable.
• Experience in Mortgage Banking or Financial Services environment is highly desirable.
• Familiar with centralized PC management tools such as Microsoft System Center Configuration Manager (SCCM).
• Familiar with ITIL service management framework

Click here to Apply! or email careers@uwm.com