Senior Helpdesk Specialist
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Job Description
Senior Helpdesk Specialist providing support by responding to Help Desk calls and resolving customer service tickets for the Justice Business Unit. Requires advanced knowledge of Court and Jury software.
Responsibilities:
- Providing comprehensive support to the entire Justice Business Unit (BU) by promptly responding to Help Desk calls.
- Conducting expert triage and efficiently managing the resolution of customer service tickets.
- Maintaining proactive communication with customers during outages and service activities.
- Possesses advanced knowledge of application architecture, including each application component and functionality, to effectively troubleshoot issues.
- Monitors assignment group queues within the case management system, prioritizing and resolving tickets in a timely manner.
- Conducts thorough application-level troubleshooting, configuration adjustments, and facilitates case resolution to meet customer needs.
- Actively contributes to the Knowledge Base, enhancing customer self-service capabilities and assisting fellow agents in resolving issues efficiently.
Requirements:
- Required experience with Court Case Management and Jury Software.
- A minimum of 5-10 years of experience in Help Desk management is mandatory.
- Possesses a thorough understanding of Court and Jury software and associated processes.
- Demonstrates exceptional communication skills to maintain professional and courteous interactions with end-users.
Benefits:
- competitive benefits and compensation package
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