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27 days old

sk - Tier I - Wed-Sat - 12:00pm - 10:30am

Kelly Services
St Louis, MO 63103
**Remote Helpdesk Technician**


**Work Schedule: Wed-Sat - 12:00pm - 10:30am**


**Job Description**

Fulfill customer requests, resolve customer technical problems, and respond to customer questions in a quality and timely manner to ensure ongoing effectiveness of the desktop computing environment


Typical activities include:


+ Event Management

+ Service Request Fulfillment

+ Incident Management

+ Problem Management

+ Access Provisioning

+ Continual Service Improvement


Provides IT user support using a problem-resolution system and/or standard screens, scripts, reference guides, and procedures


Handles service requests that are predominately routine, but which require skilled use of standard screens, scripts, procedures and references


Requires general knowledge of company products and services


Applies training and/or experience to resolve specialized or more complex Tier 1 problems


Requires ability to skillfully navigate problem resolution system and other related applications


Under frequent supervision, carries out specific procedures with prescribed standards to perform business processing, service, support, machine operation, or other work that requires directly applicable experience or specialized training


Problem Solving / Resolution Resolve moderately complex problems by applying training and/or experience in carrying out a structured problem resolution process. Skilled user of problem resolution resources problem management database, help desk system, standard references, scripts, and resource guides


Interpersonal Interactions Informing = Talks to, converses with people to provide information or to clarify and work out details of an issue or problem within the framework of established procedures


Independence Inputs and outputs are specified but the employee has freedom as to procedures and timing, including use of equipment. Employee may refer to multiple references or procedure guides for work direction. Completion time for an individual task is usually within one work week


Customer Relationship Management Responsible to the customer by being available, accessible and responsive


Accountable for addressing customer needs through individual action or with a warm handoff


Having limited knowledge of customer needs, applies standardized processes to address the needs


Completion of specific vocational training OR minimum of 2 years of experience in Level 1 role


Call center experience


Familiar with various technology support tools (e.g., problem management/problem tracking, network monitoring devices)


Ability to troubleshoot and resolve technical support questions of customers


+ Knowledge of networking


**Why Kelly** **** **?**


The Managed Solutions practice within Kelly Outsourcing and Consulting Group (KellyOCG ) is one focus within the full array of Kelly Services workforce solutions.


Kelly Services has transformed from the staffing industry pioneer to a leading workforce solutions provider. KellyOCG is the distinguished outsourcing and consulting segment of Kelly Services, known for applying a forward-looking approach that enables companies to make strategic workforce planning decisions that impact their business and competitive advantage.


The Managed Solutions practice area of KellyOCG is dedicated to partnering with clients to architect and implement solutions that put them in a position to meet their operational obligation to their organization and freedom to focus on their more strategic business needs.


**AboutKelly Services** ****


As a workforce advocate for over 70 years, we are proud to have a role in managing employment opportunities for more than one million workers around the globe. We employ 550,000 of these individuals directly with the remaining workers engaged through our talent supply chain network of supplier partners. Revenue in 2015 was $5.5 billion. Visit kellyservices.com and connect with us on Facebook (https://www.facebook.com/kellyservices) , LinkedIn (http://www.linkedin.com/company/kellyservices) and Twitter (https://twitter.com/kellyservices) .


Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law. (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)

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Posted: 2021-02-01 Expires: 2021-03-04

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sk - Tier I - Wed-Sat - 12:00pm - 10:30am

Kelly Services
St Louis, MO 63103

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