Technical Help Desk T1 from Collabera

This is a client-facing level one technology support role for a global user-base. Role involves basic troubleshooting of MS applications and proprietary systems.

This resource is necessary to maintain agreed service levels within the internal Service Desk and deliver the capabilities to service our clients.

Providing first line support for the internal employees’ resources via voice and chat channels as part of the 24*7 Global Service Desk. Partnering with our regional and international partners to deliver best in class client care.

The successful candidate should have excellent customer care skills with a desire to expand their skills and knowledge within IT.

This is an onsite position currently working hybrid if meeting individual service levels and metrics with no performance issues once training is complete.

Working in a fast-paced environment you will be required to effectively manage multiple live chats simultaneously with our internal customers while achieving our core metrics for operations and quality.

Role involves basic troubleshooting of MS applications and proprietary systems via phone/chat. Chat channels provide technology support for up to 2 clients simultaneously.

Client Care is our top priority. The successful candidate will have attention to detail and be able to document tickets clearly for the 2nd line teams to fix – for when First Line resolution cannot be attained. Excellent communication and written skills are a necessity.

In-house technical training will be provided backed up with real time support from peers and subject matter experts.

Requires 3-5 years of experience

Excellent Client Care / Customer Service skills.

Work well as a team and build relationships to the global partners.

Excellent organizational skills, with the ability to prioritize workload.

Ability to multitask and maintain focus on all areas of responsibility concurrently.

Ability to consistently meet or exceed performance targets and goals correlated with customer service and call/chat handling.

Able to work in a fast-paced environment.

Technology Call Center and or Customer Service experience.

Ability to utilize multiple resources to determine causes and resolutions of problems and incidents.

Hardware Support – Windows 10/11,

Software - MS Office suite, Office 365, SharePoint, Skype

Network – Citrix, VPN, Cisco AnyConnect

ITSM Remedy (not essential)