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Information Technology Department
City of Kansas City, Missouri
This position provides quality support to IT users, employing a high degree of customer service, technical expertise,
and timeliness. Provides first-level assistance for defined problems; escalates trouble tickets as necessary to
higher level staff. Has frequent interactions with customers; therefore, must be effective in interpersonal communication
and problem solving. Uses a high degree of patience and problem management techniques to solve problems. Follows
through on resolution with users. Adheres to established standards in resolving problems.
Examples of Job Responsibilities
- Provide accurate and creative solutions to user problems of moderate
nature to ensure user productivity
- Enhance and develop quality support methods and communication skills
- Assist in the resolution of user and support issues among City sites
to ensure timely distribution of knowledge and positive impact on user satisfaction
- Research, resolve, and respond to questions received via telephone calls,
email, and callbacks in a timely manner, in accordance with standards
- Escalate problems to appropriate individual based on established guidelines
and procedures
- Acquire and maintain current knowledge of relevant product offerings
and support policies to provide technically accurate solutions to customers
- Attend training sessions
- Participate in team projects that enhance the quality or efficiency
of help desk service
- Assist in special product-related issues as needed
- Develop business and technical writing skills
Preferred Skills and Knowledge
- Excellent customer service and interpersonal skills; telephone etiquette
- Ability to use customer service standards and follow guidelines, as
well as to help others interpret policy
- Understanding of ACD system and trouble ticket process
- Excellent organizational skills
- Oral and written communication skills (technical and non-technical)
- Demonstrated problem-solving skills
- Ability to maintain a high level of client trust and confidence in the
group's knowledge of and concern for clients' needs
- Broad range of telecommunications, network, and desktop knowledge is
highly desirable, including experience in:
- Telecommunications: PBX, voice mail, and peripheral devices
- OS/applications: Novell NetWare 3.1 (4.1 preferred), AIX, OS/2, cc:Mail,
Lotus Notes
- Desktop: Windows NT, Windows 2000, Microsoft Office Suite, Lotus Notes,
Microsoft Exchange, Microsoft Explorer, McAfee,
Working Relationships
Internal:
- Reports to Manager - (Help Desk)
- Communicates frequently with end users, help desk peers, and managers;
client interaction is key to managing expectations, assessing needs, and customizing services
- Has frequent contact with the user community
- Has frequent interaction with development and operations staff as facilitator
and client problem solver
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