Senior Executive EXL / SE / 1110131

Job Description

Job Summary

Responsible for answering the company service desk help line and responding to all calls and emails in an appropriate manner. Maintain up-to-date record of all calls received. Determine problem type, urgency and appropriate action for resolution. Assist the customer community in understanding the system on related calls. Follow through on all problem reports escalated by user or automated system.

Knowledge, Skills and Abilities

Education :   Graduate or related experience.

Experience : 1-2 years for Associate and 2+ years for Senior Aassociate

Knowledge :   Little knowledge of the detailed aspects of the job. Some understanding of practices and procedures in a particular field i.e. accounting, claims.

Decision Making :   Makes decisions within position standards, generally applying defined guidelines and procedures. However, some interpretation may be required in dealing with exceptions, such as choosing from two or more pre-defined alternative courses of action.

Supervision Received :   Works under general supervision for routine work. Detailed or specific instructions may be given for new activities or assignments.

Leadership :   Works as an individual contributor. Learns the details of the job.

Problem Solving / Operations / Direct Work Involvement :   Applies knowledge to help solve routine problems requiring independent thinking with direction.

Client Contacts :   Contacts other departments, external organizations or parties and or individuals of significant importance within the company frequently. Contacts involve preparation of complex communications, requiring skill and or persuasion to accomplish objectives.

Additional Knowledge, Skills and Abilities

Strong organizational and analytical skills with an ability to multi-task. Ability to work independently and well under pressure. Must have strong problem solving and excellent communication skills (verbal & written).

Strong interpersonal skills and the ability to interface with customers. all levels of Management, and IT staff.

Excellent follow through ability and experience in dealing with customers via telephone contact.

Personal computer proficiency and experience with Microsoft Office products. Knowledge of client server environment. College level Computer Science related courses or equivalent work experience.

Preferred Requirements

Experience troubleshooting hardware and software issues. Familiarity with Lotus Notes and the IBM iSeries (AS). 1-2 years’ experience in a desktop / helpdesk environment.

Essential Duties and Responsibilities

Essential Duties and Responsibilities

• Respond to all calls and emails received at the company help desk and record in the problem management system. Maintain up-to-date records of all problem reports received at the help desk.
• Follow Help Desk procedures for resolving, dispatching, and managing calls.
• Maintain contact with the problem reporter, appropriate staff member, and / or vendor until such time as the problem is resolved. Solicit status updates from assignees to expedite resolution.
• Review the problem management system and prepare reports as necessary for distribution to management to ensure follow through on all outstanding problems.
• Prepare daily Help Desk Reports for distribution to IT management and end-user management.
• Take appropriate action to ensure that the problem management database includes the necessary information for problem determination, reporting and resolution.
• Interface with the user community and IT staff to ensure problem management requirements are met.
• Assume additional responsibilities as requested.

Management has identified this position to require essential personnel. In the case of severe weather or other emergency situations, specific key individuals who are in this position will be required to report to work, regardless of the company being closed.

Adheres to Company policies and procedures as outlined in the Human Resources Policy Guide.

Follows departmental and functional area standards, rules, guidelines, processes and policies as identified by management.