Collabera has been a leader in IT staffing for over 25 years and is one of the largest diversity IT staffing and services firms in the industry. We are known for our high-touch, customer-centric approach, offering our clients unmatched quality, responsiveness and flexibility. We are appreciated by our clients for our streamlined execution, highly efficient service and exceptional talent management that go above and beyond traditional staffing services.

Job Title: Help Desk Support, Sr.

Duration: 6+ months (Extension Possible)

Location: San Francisco, CA 94105

Pay Rate: $29/HR on W2 (5+ years of technical support role)

Job Description:

Looking for support for all end-users. Troubleshoot and resolve hardware, software and voice/data communication systems issues. Escalate calls when appropriate. Write concise, informative tickets. Follow up on all tickets in a timely manner and follow through to resolution.

Skill Set:

5+ years Experience using ticketing systems, writing technical support documentation and computer proficiency with hardware and software technologies is required. Excellent customer service, verbal and written communication skills are a must. The ability to multi-task, prioritize and work under pressure are required. Must be willing to work flexible hours when appropriate. Prior customer service, call center or help desk experience is required. Must be able to lift up to 25 lbs, carrying boxes and hardware equipment.

Experience Level (Have you used to work in given below Scenario?):

Kindly share answer of this question and share your updated resume.

1. If the customer can’t connect to Outlook, what are a couple ways the tech can troubleshoot?

2. If the customer’s Apple MacBook Pro is not booting up, what are different ways the tech can remediate the issue?

3. If the customer can’t open a specific file on his/her desktop, and is getting the message “Access Denied”. What’s going on and how can they get access? Customer has a Dell, running Windows 7.

4. Name a time when you felt a process you were following wasn’t the most efficient or effective process, and you did something about it. What did you do? Did you implement any new ideas? Did it have any positive affect to the customer? If so, how?

5. Scenario: You start work at 8am and a customer is at your desk with a broken laptop (Blue Screen of Death). Customer says I’ve been waiting all morning and need to get my machine up and running asap. But at the same time you have an urgent ticket that just came in the system (the issue is in another building 15 minutes away). How do you handle an urgent customer and an urgent ticket?

6. Scenario: A customer is upset that their email is not working properly and has a major deadline. You are unable to determine the root cause of the problem. How do you: a. Handle the situation with the customer knowing they are in a hurry? b. Go about solving the problem?

7. If you had to pick one of the key components to our Customer Success, which one would you pick is the MOST important and why. a. SLA b. Customer Experience c. Internal Training Why?

8. What do you think is your greatest strength as an...? [IT tech, A/V tech, etc.]

9. How do you think IT could be different?

10. Describe how IT from the customers point of view. How could desktop, A/V be delivered/serviced differently? Can it be? Can it be different? How?

For more information, Please contact

Vishal

9252497261