Helpdesk/Email and Collaboration Specialist
Kforce Professional Staffing-Pasadena, CA
Primary POC for customers with issues escalated from IT Service Desk Technician. 80% Customer service phone work using Peregrine, Tivoli remote control agent, Knowledge Base (Get Answers). Analyze, troubleshoot, resolve, test and confirm fix for client issues. Meet daily, monthly and yearly goals and service level regarding call stats and trouble tickets. Update trouble tickets with complete and accurate descriptions of attempts to resolve when phone solution is not possible. 2-5 yrs Helpdesk or IT customer service experience. Experience supporting multiple platforms, primarily Windows XP a...