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PC Support Helpdesk
US-KY-London - 40744
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PC Support Helpdesk needs 2 years experience
PC Support Helpdesk requires:
 MS Office
 Helpdesk experience and/ or AA degree in a technology-related curriculum, or equivalent experience and education.
 CompTIA A+ certification
 Knowledge of Windows 10 operating system troubleshooting and understanding of MAC operating systems
2) Knowledge of Office 2016 suite and Office 365 usage and support
3) Excellent customer service and communication skills
4) Experience with Remote desktop tools
5) Knowledge of VPN related troubleshooting
6) Familiarity with cloud-based applications and basic diagnosis and troubleshooting of internet applications
7) Knowledge working with VoIP softphones.
8) Experience with chat support and email support in addition to phone support is a plus
9) Assist with installation and support of new and upgraded workstation hardware and software and ensures its integrity and optimal operation.
10) Knowledge of Microsoft Active Directory account management
11) Knowledge of Microsoft Windows Deployment server
 Customer service skills

PC Support Helpdesk duties:
 First contact resolution (FCR)
 Resolve customerís 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, number of days worked in the month, hours worked per day, etc.
3) Professional and courteous at all times and delivers excellent customer services

Ella Francis
Global Channel Management, Inc.
3961 Floyd Raoad
SUITE 300377
Austell, GA 30106
Fax: 6784026406
Phone: 6784026444

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