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Posted: Tuesday, February 27, 2018 5:06 AM

General Description of the Position Provides first class customer service to our customer base as well as a Single Point of Contact for customers, employees and business partners. Provides prompt and efficient assistance and problem resolution using accurate and clear communications and applying knowledge of computer software, hardware, and application software. The Service Desk is designed to optimize services provided by DCMS by utilizing ITIL best practices. Duties and Responsibilities Act as the single point of contact to the customer for all types of service requests.Provides first tier support to PC users on multiple platforms and operating systems.Coordination of all IT support groups to ensure maximum utilization of DCMS resources.Develop and update client system documentation.Communicates independently, effectively, clearly and professionally with managers, supervisors, and employees to establish and maintain considerate and cooperative relationships.Pre-process service requests as they arrive through email, customer portal, or direct customer input.Review and close service tickets to ensure the appropriate information is captured.Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes.Improve customer service, perception, and satisfaction.Ability to work in a team and communicate effectively.Improve usage and increase the productivity of DCMS support resources.Escalate service requests that cannot be scheduled within agreed service levels.Attends training; reads manuals, periodicals, and technical reports to maintain and increase technical knowledge to meet user needs.Performs other related duties as assigned to ensure the effective operation of the department. Minimum Qualifications: College degree in computer science or related field or equivalent experience.5 or more years' experience with the installation, configuration, and support of PC's, servers and peripheral equipment.5 or more years' experience handling intake in an IT environment.Interpersonal skills: such as telephony skills, communication skills, active listening, and customer- care.Technical awareness: the ability to match resources to technical issues appropriately.Awareness of all DCMS services for which support is being provided.Understanding of support tools, techniques, and how technology is used to provide IT services.Typing skills to ensure quick and accurate entry of service request details.Ability to multi-task and think independently.Self-motivated with the ability to work in a fast-moving environment. EOE/ Vet/Disability


• Location: Savannah

• Post ID: 93434652 savannah is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018