Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team. Job Title: IT Help Desk. Location: Louisville, KY. Purpose of the Position:- Provides Level 1 technical and operational support for inbound events (calls, incidents, chats, and alerts).- Responsible for resolving 70% of events on first contact while ensuring excellent customer service to 4000 Pizza Hut stores.Position Functions:- Handle inbound events - 90% - Handles Level 1 inbound calls/chats and accurately log interactions within the company's incident management system. - Conducts appropriate diagnosis/troubleshooting to resolve known conditions. - Escalates problem tickets within department guidelines when unable to resolve. - Maintains a basic understanding of supported hardware and software, as well as any corresponding operational procedures.- Manage non phone/chat duties - 10% - Assist with Alerts and Self-Service Incidents. - Following up on unresolved incidents.Autonomy & Supervision:- Receives general instructions on routine work and detailed guidance from more senior members and Service Desk Leadership on all new tasks.- Work is typically reviewed in detail at frequent intervals for accuracy.Knowledge and Skill Required: Education:- Some College preferred or equivalent experience.- Preferred A, CCNA, or Net Certifications.Experience:- Preferred customer service experience (1-2 years).- Skills and Other Requirements: - Flexible work schedule. - Beginner organization skills. - Beginner oral and written communication skills. - Beginner problem solving ability. - Beginner understanding of computer concepts (PC fundamentals, Operating systems). - Ability to type 30 words per minute.Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to r ace, color, r eligion, s ex, s exual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to r ace, color, r eligion, s ex, s exual orientation, gender identify, national origin, age, protected veterans or individuals with disabilities.
Job Title
IT Help Desk