Service Desk Technician I

Abacus Solutions Group, LLC; Honolulu (HI); On-site; USD 42,000 - 62,000; Full time

Job summary

Abacus Solutions Group in Honolulu, HI is seeking a customer-focused help desk professional to support software, hardware, and network operations. You will respond to requests, work to resolve issues quickly, and document actions in the ticketing system.

You will handle escalated issues, sometimes using remote tools, and strive for First Contact Resolution while keeping clients informed of steps and timelines. Strong time management is essential.

Responsibilities

• Respond to and resolve customer requests for software, hardware, and network issues.
• Assist with managing escalated customer issues and update procedure documentation as required.
• Resolve problems with or without remote tools.
• Consistently achieve First Contact Resolution performance metric.
• Accurately document calls and cases.
• Be aware of customer’s time restraints and work within those time limits.
• Keep customer aware of resolution steps if ticket needs to be dispatched.
• Provide clients with problem reference numbers and request numbers.
• Enter all troubleshooting/resolution steps into the trouble ticket.
• Manage time and workload to meet predetermined service levels.

Job description

Abacus Solutions Group:

We're built on our shared core values! We are difference-makers, passionate about serving, we work hard with integrity and do the right thing. Difference makers means that we look at every opportunity as a chance to make a difference. Passionate about serving means that we are always looking for ways to serve our customers and coworkers. Working hard and doing the right thing with integrity means that for every decision we make we first ask, “Is the decision consistent with our moral and ethical principles?" We hire, review, reward and recognize our teammates based on these characteristics, so it is important that you share these values to be part of the team.

Responsibilities:

• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Assist with managing escalated customer issues and creation of updates to process and procedure documentation as required.
• Resolve problems with or without remote tools.
• Consistently achieve First Contact Resolution performance metric.
• Accurately document calls and cases.
• Be aware of customer’s time restraints and work within those time limits.
• Keep customer aware of resolution steps if ticket needs to be dispatched.
• Provide clients with problem reference numbers and request numbers.
• Enter all troubleshooting/resolution steps into the trouble ticket.
• Manage time and workload to meet predetermined service levels.