Help Desk Agent II

Purpose: Company: Siemens Business Services, Inc. (SBS) is a leading provider of consulting and managed outsourcing services. SBS provides the complete spectrum of integrated technology and process-related business services ranging from management consulting to design and implementation of ERM, CRM, SCM solutions, and management of IT infrastructures from the data center to end-user devices. With North American headquarters in Norwalk, CT, Siemens Business Services, Inc. provides coverage through over 50 locations in major metropolitan markets, employing approximately 5,000 professionals. SBS is a unit of Siemens Business Services GmbH, a top 10 global e-business and IT solution provider employing more than 36,000 professionals who provide services in over 88 countries. Our parent company, Siemens AG, is a global electronics and engineering powerhouse with more than $91 billion in annual sales and 430,000 employees.

Siemens is an Equal Opportunity Employer encouraging diversity in the workplace.

Job Description:
We are actively seeking to fill a Helpdesk II position, working at our Seattle location. In this role, you will provide excellent customer service, via phone and in person, concerning all aspects of technology provided by the IT Department. You will also:
Record all customer contacts, questions, and problems.
Document the impact to the customer, and assign appropriate priority.
Conduct 1st level problem determination using documented procedures and available tools.
Record problem symptoms and status information in a timely fashion, and communicate internally within the IT department and externally with the customer through resolution.
Act as customer advocate/liaison with other supporting staff.
Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets.
Perform metrics reporting as necessary.
Provide day-to-day service delivery, and work on other projects as assigned.
Assist in the development of Information Technology policies and procedures.

Requires 2+ years previous helpdesk experience in processing and resolving calls for technical support. Also required:
A strong dedication to quality customer service, and a working knowledge of service delivery procedures.
Strong verbal and written interpersonal and communications skills. Superior telephone etiquette and the ability to deal effectively with customers, peers, and management.
Excellent follow through and attention to detail.
Strong problem-solving skills and decision-making ability.
Good task management and organizational skills.
Job Requirements:
Travel Percentage: 0%


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