Microland Computer Center · 23 hours ago
Helpdesk Service Writer
Baton Rouge, LA
Full-time
Onsite
New Grad, Entry LevelMicroland Computer Center is focused on delivering exceptional client satisfaction. The Helpdesk Service Writer plays a vital role in assisting clients with IT issues, documenting their requests, and ensuring effective communication throughout the support process.
Cloud ComputingIT ManagementSoftwareVoIP
No H1B
Responsibilities
Provide first-line phone assistance for our Clients to help identify and document their IT support requests
Delight our Clients with a friendly, quick and helpful Experience
Communicate and set expectations with our Clients when assisting with scheduling Service Requests
Use our Ticketing System to input Helpdesk Tickets
Split tickets that have several issues into their own individual ticket
Understand the scope and impact of our Clients Helpdesk Tickets to assign priorities
Review outstanding Helpdesk Tickets to provide status updates upon client request
Assist Service Delivery Manager with organizing Project and Helpdesk Tickets
Have a basic understanding of the IT issues that our Clients may experience during day-to-day operations
Understand the difference between different types of IT issues for categorization and prioritization
A desire to learn and adapt to the ever-changing IT landscape
Follow Standard Operating Procedures (SOPs) whenever they might apply
Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
Identify opportunities for improvement and make constructive suggestions for change
Effectively contribute to the process of innovative change
Undertake other duties as required by the Service Delivery Manager or other management staff members
Qualification
Required
A love of (and ability to) communicate with our Clients over the phone
Great Communications skills, founded in being a good listener
A basic understanding on how technology is used to provide services
A proficiency with organizational and note-taking tasks
A deep desire to deliver an amazing Client Experience
A valid driver's license
Preferred
Experience using a Ticketing system / PSA software
Experience providing phone-based support (IT or otherwise)
Experience working on Computer / IT systems in a professional capacity
Company
Microland Computer Center
Microland Computer Center provides managed services, outsourced IT solutions, and turn-key products for smooth business operations.
Founded in 1983
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase