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Company Name : Touro College New York
Location : New York, NY 10018
Position : Helpdesk Remote Agent
Job Description : Overview:
The Touro Helpdesk associate will answer and assist with requests from faculty, staff, and students from across the Touro College and University System. The Touro Helpdesk manages incidents and request for all Insitutiuonal areas: Finance, Information Technology, Student Services, and Human Resources. This position is not a technical position. This is a fully remote position.
Responsibilities:
Respond to email, web-form, and phone requests to facilitate resolution
Route and assign requests regarding topics like: TouroOne, Canvas, email identity management, Student Services, general login accounts, and computer installation and updating
Update and complete requests within ServiceNow
Work closely with IT specialists: applications, network server local support techs, and other IITS technical teams to track resolutions to completion
Work closely with subject matter experts to appropriately transition incidents to student administrative services, human resources, and finance departments
Track incidents and requests to completion and escalate to subject matter experts when necessary
Assist with writing and/or editing internal and external documentation
Any additional task(s) requested by supervisor(s)
Make sure incidents are up to date with responses
Host requested Zoom sessions with employees and/or students
Qualifications:
Education/ Experience
Bachelor’s degree or the equivalent in education and work experience
Two years’ experience in a service environment
Knowledge/ Skills/ Abilities
Ability to clearly explain service issues, effectively answer questions, and write cogent and understandable text; in all cases being able to render technical answers into understandable non-technical terms.
Service oriented approach to problems
Excellent problem solving skills and proven ability to follow through on requests
This post is listed Under New York jobs
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