Help Desk Administrator

Municipal Credit Union•New York, NY

just now

About The Position

The HelpDesk Admin role serves on the IT Help Desk as the primary contact center for MCU staff who need IT assistance. This role requires empathetic and resourceful people who are focused on resolving customer issues efficiently and respectfully.

Requirements

Manage Help Desk tickets in a timely manner using customer service call center skills
Respond to customer issues via phone, email and computer chat
Document customer interactions
Run diagnostics to resolve customer reported issues
Escalate issues to the next Tier with next level of difficulty
Install, make changes and repair computer hardware and software
Follow-up with customers to ensure issues are resolved
IT Troubleshooting
Prioritization of customer needs
Report generation
Flexible schedule
Ability to work well under pressure and with minimal supervision.
Proficiency in Microsoft Office Suite.
Available to work flexible hours.

Responsibilities

Manage Help Desk tickets in a timely manner using customer service call center skills
Respond to customer issues via phone, email and computer chat
Document customer interactions
Run diagnostics to resolve customer reported issues
Escalate issues to the next Tier with next level of difficulty
Install, make changes and repair computer hardware and software
Follow-up with customers to ensure issues are resolved
IT Troubleshooting
Prioritization of customer needs
Report generation
Flexible schedule
Answering calls, asking probative questions, connecting dots, deducing solutions
Intuitive understanding of contemporary IT systems
Triage skills, diagnostic skills, questioning skills
Excel, PowerBI, organization of information
Time management, planning ahead