Help Desk Generalist/Specialist in Buffalo, NY

DESCRIPTION: 1. Under direct supervision, delivers advanced technical support to members of the Technical Services team and end users. Quickly identified incident or request type, priority, urgency, and approach to resolve incidents as quickly as possible. 2. Ability to multi-task and respond appropriately to the needs of the caller with the appropriate level of urgency and response through multiple channels of communication. Answer customer calls in a professional manner and assess appropriate sense of urgency in response to each customer needs through multiple channels of communication. 3. Identify, initiate, administer, and drive resolution for high impact outages and critical incidents. Communicates directly with upper management for status on all critical and high-impact incidents and crisis calls. 4. Identify the nature of customer problems to reduce down time and customer impact. Assess phone conversations and under direction determine problem priorities, follow-up and perform problem resolution. 5. Reach problem resolution on the first customer call as a primary focus. Designate and notify the appropriate support group for additional problem diagnosis and resolution. 6. Perform root-cause analysis and report recommended solutions to management and the process improvement team to prevent recurrence of issues. 7. Adhere strictly to compliance and operational risk controls in accordance with company and regulatory standards, policies and practices; report control weaknesses, compliance breaches and operational loss events. 8. Complete other related duties as assigned, support the Company’s Diversity programs. Experience: REQUIREMENTS:

2 year college or technical school degree.

2 - 5 years of relevant technical support or diagnostic experience in a customer facing environment.

Problem and Process management experience preferred.

Troubleshooting and Customer Service acumen is a must have.

Strong listening, interpretive, oral, and written communication skills.

Result orientation with a focus on attention to detail.

Multi-disciplined troubleshooting and resolution experience

Understanding of ITIL fundamentals (Service Desk, Incident and Problem Management) To Apply to this job go to http://www.GadBall.com or click here