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IT Service Desk Tech

Company: Busey
Location: Decatur
Posted on: October 8, 2019

Job Description:

Schedule: 4 days 8:00am - 5:00pm; 1 day 9:00am - 6:00pm; rotation Saturdays 8:00am - 4:30pm & on call; when working Saturday one day off during the week. Duties/Responsibilities

  • Respond to inbound calls and tickets in an efficient, courteous, and knowledgeable manner.
  • Make outbound calls to assist with projects, follow up with agents and collect information.
  • Maintain documentation for received calls and job function responsibilities.
  • Resolve problems by gathering information, determining the customers' needs, and conducting research to find a correct solution.
  • Ensure that all calls taken have been resolved and if not resolved, perform necessary escalations and associate follow-up.
  • Maintain an open line of communication regarding events, outstanding issues, and client follow-up. Education
    • Requires Associate's degree or 1 or more years of related experience.
    • Requires knowledge of Windows 7, Windows 8, and Windows 10, and Windows XP.
    • Requires knowledge of Microsoft Office 2010, Microsoft Office 2013, and Microsoft Office 2016. Qualifications Knowledge of:
    • Strong oral and written communication skills
    • Strong customer service skills. Ability to:
    • Maintain confidentiality of Bank and customer information
    • Take independent action within established options and develop new procedures and approaches to problems when necessary
    • Maintain visual attention and mental concentration for extended periods of time
    • Perform duties and make decisions with patience and tact under frequent time pressures
    • Frequently lift and carry computer equipment with the average of 20 pounds EOE of Minorities/Females/Vets/Disability

Keywords: Busey, Decatur , IT Service Desk Tech, Other , Decatur, Illinois

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