Overnight Help Desk Jobs

Provide telephone and email support to end-users and patients while using AIDET to help manage expectations and ensure consistent communication

Help manage major incidents from start to resolution (Initiate major incident, notify staff, start sev, and close sev)

HDI, A+, Network +, ITIL, MCP or other Microsoft certifications are a plus.

Properly escalate unresolved issues within a timely manner, to appropriate internal tiers and teams (e.g. software developers, system and network teams)

Maintain an abandoned call rate of less than 5%.

Maintain a response and resolution rate for Incidents that meet SLA objectives.

An IT degree, IT boot camp certification and/or 1 + years of help desk experience

Respond to requests for technical assistance via phone, chat or email

Log all help desk interactions

Follow standard help desk procedures

Redirect problems to correct team/s

Identify and escalate situations requiring urgent attention