GE Jobs

Job Description Summary

Job Description

Role Summary-

We are looking for a Service Desk Associate to provide enterprise-level assistance to our end user employees. If you're naturally a helper, have a strong customer orientation and enjoy assisting people with computer issues whilst explaining technical details simply, we'd like to meet you. Ultimately, you will be a person our employees trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities-

The goal is to create a seamless, positive experience for our employees that in turn enables them to serve our external customers and the businesses they support.

In this role, you will:

• Diagnose and troubleshoot technical issues, including account setup and network configuration

• Diagnose and troubleshoot software and hardware problems and help our employees install applications and programs. Identify solutions to software and hardware issues

• Ask customers targeted questions to quickly understand the root of the problem

• Own issues through resolution within agreed time limits, or to the point of escalation

• Resolve network issues, configure operating systems and use remote desktop connections to provide immediate support.

• Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue. You will use email, text and chat applications to give clients quick answers to simple IT issues.

• For more complex problems that require nuanced instruction, you will contact clients via phone, text or chat and/or provide clear, written instructions and technical manuals.

• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

• Provide prompt and accurate feedback to customers

• Refer to internal database or external resources to provide accurate tech solutions

• Ensure all issues and outcomes are properly logged within the ticket management system

• Prioritize and manage several open issues at one time

• Follow up with clients to ensure their IT systems are fully functional after troubleshooting

• Document technical knowledge in the form of notes and manuals

• Maintain positive relationships with clients

Qualifications-

• Must be bilingual (English & Spanish or Spanish & French or Portuguese) with strong oral and written communication skills

• Bachelor's degree in IT related areas and a minimum of 1 year of customer Service or

• A high school or technical school diploma and a minimum of 2 years of IT call center experience on in Customer Service, Technical Support, Desktop Support, IT Help Desk Technician, or similar role

Characteristics-

• Degree in a relevant field, like Computer Science, IT or Software Engineering is desired

• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

• Hands-on experience with Windows/Linux/Mac OS environments desired

• Good understanding of computer systems, mobile devices, SKYPE and other tech products

• Ability to diagnose and troubleshoot basic technical issues

• Tech savvy with familiarity in remote desktop applications and help desk software (e.g. Zendesk, BOLD 360, etc.)

• Excellent problem-solving and communication skills

• Ability to provide step-by-step technical help, both written and verbal

Additional Information

Relocation Assistance Provided: No