Our company fosters an environment that attracts, develops and rewards highly effective people. Convergys is continually recognized as one of the best companies to work for.
Although many companies make similar statements to their employees, Convergys makes a commitment to making this vision a reality. We commit through our focus on:
Technology: We work with, or are supported by, the latest computer and telecommunications technologies.
Atmosphere: We work in an exciting and enjoyable team-based environment. Most of us wear business-casual dress.
Personal Growth: We have dedicated resources to help you develop a wide variety of skills and knowledge. From an organizational level to an individual level, significant learning and development opportunities abound. Employees have unusual flexibility and options for advancement, with numerous and varied career paths.
We are currently looking for:
HELPDESK TECHNICIAN III FOR GLOBAL NETWORK SERVICES (4 vacancies)
JOB DESCRIPTION
DIMENSION & SCOPE
- Provides phone-based technical support to the user community.
- Performs real-time diagnostics and problem resolution in concert with the client.
- Provides 2nd tier support to team members.
- Technical areas supported will include but not be limited to mainframe;mid-range;client server;desktop applications and connectivity;remote access and mobile computing and all related aspects of the technical infrastructure.
- The goal is to meet or exceed established departmental objectives.
- The expected result of this activity is an overall productivity increase on the part of both the client and Help Desk personnel.
PRINCIPAL DUTIES AND RESPONSIBILITIES
- Provide phone-based resolution of routine technology problems using standard troubleshooting methodology.
- Receive and resolve escalated problems. Where appropriate, seek assistance from or escalate issues to senior help desk personnel.
- Respond to multi-channel client inquiries
- Ensure proper call coverage during peak traffic periods or short-staffing
situations.
- Responsible for appropriately staging, dispatching, and escalating problem related issues to technical specialist, contractors, application owners and/or clients.
- Accurately document problem descriptions and resolutions in the problem management system.
- Alert client community to major service interruptions and provide timely notification and status updates, as information becomes available.
- Ensure system integrity, confidentially and security through vigilant execution of client identification procedures.
- Identify and communicate continuous improvement opportunities to Help Desk Management.
- Other duties as assigned.
EDUCATION AND PROFESSIONAL CERTIFICATIONS
- College Degree
- With three or more years of related work experience; or Formal, specialized, job-related training with one to three years related work experience
- Working toward certification in at least one technical discipline such as: desktop software product, network, operating system or internal Help Desk certification.
CANDIDATE PROFILE
- Excellent customer service and interpersonal skills with emphasis on integrity, communication skills, composure, enthusiasm, and patience.
- Analytical, problem solving, organizational and decision-making skills.
- Demonstrated command of conventional troubleshooting methodologies.
- Demonstrated mastery of one or more technical disciplines such as: desktop products, LAN, operating systems, mainframe, midrange, and/or telecommunications.
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