ApTask
Help Desk
ApTask, Columbus, Ohio, United States, 43224
About Client:Client is a global financial services firm that provides a wide range of investment banking, securities, wealth management, and investment management services. It is a prominent global financial services firm with a rich history and a strong presence in the financial industry.The Client is committed to corporate responsibility and sustainability. It aims to make a positive impact on society through various initiatives, such as promoting environmental sustainability, supporting diversity and inclusion, and engaging in philanthropic activities.
Rate Range: $18-$21/Hr
Job Description:
The Service Desk Agent is the first point of contact for the users who call our IT Service Desk.While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion.The Service Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process.Responsibilities include:
Demonstrate strong customer service skills to provide phone support including:Listening to the customer to gain an accurate understanding of the situationBeing empathetic to the customer's situation and having a sense of urgency to resolve the issueProducing accurate, detailed documentation at the client, problem and incident levelResolving conflictResponsible for high quality end-user technical support, related to enterprise software and hardwareResponsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast paced 7x24x365 environment.Under general oversight, provides after hours and weekend support as needed.The position requires attention to detail, follow through, teamwork focus and positive attitude.An understanding of technology and the ability to apply that knowledge to support all existing systemsSupports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in personCreate a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptlyIdentifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situationsProvides investigation, diagnosis, resolution and recovery for hardware/software problemsInstalls, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and softwareQualifications:
Excellent customer service skills requiredExcellent communication skills requiredTwo to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environmentPreferred work experience in technical support role but not requiredRequired Education: High school diploma or GED with relevant work experienceAbility to diagnose the cause of problems in a complex environment and to provide effective solutions quicklySelf motivated and ability to work on own initiative in a high pressure environmentWilling to work variable shifts including evenings, weekends and public holidaysResponsible for high quality end-user technical support, related to enterprise software and hardwareAn understanding of technology and the ability to apply that knowledge to support all existing systemsProvides investigation, diagnosis, resolution and recovery for hardware/software problemsTwo to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment**
Non-benefitted (other than those mandated under state or federal law).Please note that this position does not include paid time off benefits. ApTask offers subsidized insurance coverage to our employees.
About ApTask:ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-certified company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Candidate Data Collection Disclaimer:At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.
If you have any concerns or queries about your personal information, please feel free to contact our compliance team at businessexcellence@aptask.com
Rate Range: $18-$21/Hr
Job Description:
The Service Desk Agent is the first point of contact for the users who call our IT Service Desk.While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion.The Service Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process.Responsibilities include:
Demonstrate strong customer service skills to provide phone support including:Listening to the customer to gain an accurate understanding of the situationBeing empathetic to the customer's situation and having a sense of urgency to resolve the issueProducing accurate, detailed documentation at the client, problem and incident levelResolving conflictResponsible for high quality end-user technical support, related to enterprise software and hardwareResponsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast paced 7x24x365 environment.Under general oversight, provides after hours and weekend support as needed.The position requires attention to detail, follow through, teamwork focus and positive attitude.An understanding of technology and the ability to apply that knowledge to support all existing systemsSupports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in personCreate a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptlyIdentifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situationsProvides investigation, diagnosis, resolution and recovery for hardware/software problemsInstalls, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and softwareQualifications:
Excellent customer service skills requiredExcellent communication skills requiredTwo to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environmentPreferred work experience in technical support role but not requiredRequired Education: High school diploma or GED with relevant work experienceAbility to diagnose the cause of problems in a complex environment and to provide effective solutions quicklySelf motivated and ability to work on own initiative in a high pressure environmentWilling to work variable shifts including evenings, weekends and public holidaysResponsible for high quality end-user technical support, related to enterprise software and hardwareAn understanding of technology and the ability to apply that knowledge to support all existing systemsProvides investigation, diagnosis, resolution and recovery for hardware/software problemsTwo to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment**
Non-benefitted (other than those mandated under state or federal law).Please note that this position does not include paid time off benefits. ApTask offers subsidized insurance coverage to our employees.
About ApTask:ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-certified company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Candidate Data Collection Disclaimer:At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.
If you have any concerns or queries about your personal information, please feel free to contact our compliance team at businessexcellence@aptask.com