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Level 1 Helpdesk Support in Manhattan (Contract to Hire) in Luxury/Fashion Company


MISSION

  • Mission: Helpdesk support
  • Location: Manhattan
  • Duration: 1 to 4 weeks contract, leading to full time Hire for right resource. 
  • Hours: 9am to 6pm (1 hour lunch break)
  • Industry: Fashion Luxury
  • Dress code: business casual
  • Type of support: Helpdesk - Mostly incoming calls from retail store and warehouse users, and some direct requests from Manhattan office location.
  • Support Level: Level 1+ 
  • Escalation: all complex issues to be documented and escalated 
  • Supported users: Corporate users (local) & Stores users (nationwide)
  • Workload: 3 to 6 tickets per hour


PROFILE

  • Minimum 2 years of support/helpdesk experience in corporate environment
  • Excellent communication and writing skills (must have)
  • Good presentation - positive attitude.
  • Ability to work and learn independently
  • Ability to think out of the box and create process
  • Team player - Reliable
  • A plus if you know Zendesk


SUPPORTED HARDWARE & APPLICATION

  • Workstation
  • Desktops - Laptops - Tablets
  • POS Terminals - Payment Terminals (payment issues to be escalated)
  • Others
  • Printers Wifi Systems
  • Cellular & Landlines
  • Office Applications
  • MS Office (Word - Excel - Outlook - Project - Visio - Publisher - PowerPoint - Access)
  • Adobe (Reader - Creative Suite - Flashplayer - Photoshop - PDF)
  • Web browser (Internet Explorer - Safari - Firefox - Chrome - Opera)
  • Video (Windows Media Player, VLC)
  • Communication (Skype - LifeSize Cloud)
  • Compression (7zip - Winrar - Winzip)
  • VPN (Pulse - OpenVPN)
  • FTP (Filezilla - Winscp)
  • Business Applications (issues to be escalated)
  • CLB ERP (Infor M3)
  • Retail Systems (Webshowroom Y2)
  • CLF ERP (Appraise)
  • CBR (Retail)
  • Decision (Excel BI - Portal SSRS)
  • Other Applications 
  • Remote Control (Teamviewer 10)
  • Anti Virus (Kaspersky)
  • VPN Management (SSL VPN Pulse)
  • Hardware Management (Premier site DELL)
  • Others (Exchange console - Active directory - Print Management)


ROLE

  • Support & Assistance 
  • Perform of basic remote support functions
  • Diagnose and correct desktop and business application (level 1)
  • Configure  PC’s and laptops remotely for standard applications
  • Incident management 
  • Receive incident reports from users via telephone or email 
  • Acknowledge all request and open ticket
  • Perform incident classification, prioritization 
  • Resolve or escalate accordingly 
  • Record all required information on the incident management system
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