On Line Help Desk Advisor

Job Elements

• Hours of work will be 8-4pm/1-9pm alternating week to week
• Respond to requests for assistance in person, electronically by E-mail and via phone.
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard on line help desk procedures
• Log all help desk interactions
• Administer help desk software and knowledge base
• Redirect problems to appropriate resource
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions

The ideal candidate will have:

• Good computer skills including Internet and Outlook, Excel
• Passion for creative on line problem analysis and solving
• Must have a positive ‘can do’ attitude
• Oral and written communication skills
• Customer service orientation
• Achieve high volume targets to meet given deadlines
• Working knowledge of the Internet, including the use of assorted browser software.
• Experience of call locking applications.
• Knowledge and experience of customer service practices.
• Related experience and training.
• Capable to train others to you own technical and customer support high standards