Otomashen Inc Hiring for Desktop Support at Cary, NC Full Time

Job Title: Service Desk (Level 1)

Location: Cary, NC – DAY 1 ON-Site

We are looking for freshers or Junior Level Consultants with experience in Call Center along with some experience in Desk Side.

JOB PURPOSE

To resolve assigned tickets in adherence to agreed-upon SLA and ITIL delivery and quality standards.

Responsibilities

· To attend to customer calls/chats/e-mails and resolve tickets within agreed-upon SLAs for ticket volumes and timeframes.

· To maintain high login efficiency (availability) for customers, and, if and as required, assist with documenting identified risks, issues, mitigation plans, and support in execution of BCP/DR plans.

· To ensure positive customer experience and CSAT through First Call Resolution, minimum average handling time (AHT), and minimized rejected resolutions / reopened cases.

· To achieve KPI targets, follow defined processes, and adhere to ITIL delivery and quality standards, regulatory requirements, and company policies.

· To update work logs and follow shift/escalation processes to escalate complex problems to appropriate support specialists as well as to route problems to 2nd- and 3rd-level IT support staff as the case may be.

· To work on value-adding activities such as knowledgebase updates and self-development.

Job Type: Contract

Salary: $12.00 – $14.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Cary, NC 27511: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Desktop support: 1 year (Preferred)
• Call center: 1 year (Preferred)

Work Location: One location