Job Responsibilities: - Accept inbound requests via phone, chat, email, and ticket queues. - Record and process incidents and service requests according to process specifications. - Communicate with users to understand issues and provide solutions. - Document and resolve incidents according to process specifications. - Forward incidents that cannot be resolved to downstream support groups according to process specifications. - Initiate escalations according to process specifications. - Collaborate with supporting teams via Skype/Lync. - Assist with training and supporting fellow agents. - Average expected time on task between 4 to 12 minutes. - Expected resolution rate between 50% - 80%. Soft Skills Profile: - Basic understanding of computer technology and IT support. - Six months to 1 year of help desk experience required. - Experience in customer service ideally gained in a customer-facing environment. - English proficiency in both verbal and written form. - Cultural sensitivity and appreciation for cultural differences. - A+, Network +, HDI, and/or Microsoft certifications are a plus. - ITIL v3 certification is a plus. - Basic knowledge of computer technology, including: - Windows Client - Microsoft Outlook - Microsoft Office (Word, Excel, PowerPoint) - Diverse browser support experience (Internet Explorer, Chrome, & Firefox) - PC hardware - Basic understanding of networks - Knowledge of the following is a plus: - Windows Active Directory and domain concept - Enterprise mobile device knowledge - Fixed network telephones and VoIP telephone support