Provides second-tier support to end users for either PC, server or mainframe applications, and hardware. Handles problems that the first-
tier of Service Desk support is unable to resolve. May interact with network services, software systems engineering, and or applications development to restore service and or identify and correct core problem.
Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems.
Escalates more complex issues to senior level.
Demonstrates a commitment to customer service anticipates, meets and exceeds expectations by solving problems quickly and effectively, making customer issues a priority.
Maintains timely status of Incidents, Requests and Alerts to ensure effective communication to the iQor user community.
Ensures support activities are monitored, logged, tracked and resolved appropriately and in a timely manner.
Utilizes Remote Connectivity Application to support users.
Answers incoming Information technology calls in a timely manner, discusses problems with users, evaluates and prioritizes Incidents.
Identifies, researches, isolates and resolves Information Technology Incidents and Service Requests.
Escalates calls to the appropriate technical, professional and or service personnel for service, repair and followup.
Utilizes call tracking system.
Provide enduser training as required / assigned.
Develops and maintains processes, procedures, and documentation.
Participates in the exchange of ideas and information within the department.
Asks questions encourage input from team members.
Provides regular updates to appropriate managers.
Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of nonvalue added processes, or complete reengineering of processes and systems).
Assures that procedures and work instructions are efficient and not redundant.
Offers new ideas and suggestions for improvement. Identifies and implements new practices and processes that are best in field."
Confers with reporting manager on complex or unusual situations.
Establishes new measurement systems if or where possible.
Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
Ensures 100percent adherence to all company policies and procedures (i.e. Health, Safety and Quality).
Maintains discretion and confidentiality in all areas pertaining to data and proprietary information, whether internal to iQor or customer specific.
Interpret a variety of instructions furnished in written, oral, diagram or schedule form.
Maintains discretion and confidentiality in all areas pertaining to the IT systems.
Understand and embrace the business and IT strategic direction.
Performs other duties as assigned.
3 or more years of work-related experience required, preferably in IT or Customer Service.
High school diploma, G.E.D., Trade / Vocational School certificate or equivalent required.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Individual will be required to sit and / or remain stationary for extended periods of time. Individual will be required to type and / or operate a computer and other office productivity machinery for extended periods of time.
The worker is required to have close visual acuity to perform activities such as : preparing and analyzing data and / or documents;
transcribing; viewing a computer terminal and / or extensive reading. The person in this position may need to occasionally walk or otherwise traverse, stand, exert up to 10 lbs.
of force to push, pull, lift or otherwise move objects, bend, reach, kneel, and / or twist for minimal periods of time. Employees should not attempt to lift, pull or push a load in excess of 50 lbs.
without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.