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Help Desk Support
1 week ago
London, Kentucky, US

Job Description


Technical Helpdesk Support

Job Description:

Help Desk support with minimum of 2 years’ helpdesk experience and/ or AA degree in a technology-related curriculum, or equivalent experience and education.

Overall Responsibilities: 

  • First contact resolution (FCR) – resolving customer’s issues during the first contact and take ownership of the request and incident tickets
  • Agent Utilization – The formula for determining agent utilization includes average calls for the month, average talk time, worked in the month, hours worked etc.
  • Customer service skills – professional and courteous at all times and delivers excellent customer services
  • Quality – Call monitoring, documentation standard etc.
  • Average-speed-to-answer – the sooner customers are serviced the better the experience
  • Abandoned rate – focuses on being available to answer calls when customers arrive in the queue
  • Customer Satisfaction – a way to understand customer’s pulse and to hear first-hand from customer about their experience
  • Mean-time-to-refer – for incidents and requests that are not resolved at the service desk escalating to the appropriate support group


  • Minimum of 2 years’ helpdesk experience or AA degree in a technology-related curriculum, or equivalent experience and education.
  • CompTIA A+ certification
  • Other certifications desired Help Desk Institute (HDI) and / or ITIL foundation level
  • Knowledge of Windows 10 operating system troubleshooting and understanding of MAC operating systems
  • Knowledge of Office 2016 suite and Office 365 usage and support
  • Excellent customer service and communication skills
  • Experience with Remote desktop tools
  • Knowledge of VPN related troubleshooting
  • Familiarity with cloud-based applications and basic diagnosis and troubleshooting of internet applications
  • Knowledge working with VoIP softphones.
  • Experience with chat support and email support in addition to phone support is a plus
  • Assist with installation and support of new and upgraded workstation hardware and software and ensures its integrity and optimal operation.
  • Knowledge of Active Directory account management
  • Knowledge of Windows Deployment server

Job Requirements

help desk experience, AA degree, comTIA A+ certification, office 365, vpn troubleshooting, VoIP softphones


Job Code: 50206057

Reach Out to a Recruiter

Recruiter Rohit
Phone +16144689341