Dollar Loan Center

Job Title: Help Desk associate

Reports to: Administration Assistant

Position Summary:

This position involves assisting employees in issues with daily operations. All efforts need and will be made to keep all retail locations running smoothly and efficiently. Issues requiring immediate assistance will be accepted via verbal, phone or email communication, but a support ticket is ultimately required and will be entered into the help desk system on behalf of the requestor. The Help Desk will do whatever possible to resolve the problem via phone and prevent unnecessary down time. When inputting a trouble ticket it must provide a detailed explanation of the problem and anything that has been done to try and resolve the problem. ‘Support’ is defined as any request requiring time or action by Facilities, Technology, or Security, regardless of detail. The Help Desk agent reserves the right to audit issues and assign priority levels.  Each ticket will be referenced in all subsequent communications for tracking, updates and closing purposes.

Duties and Responsibilities:

·       Present a friendly and enthusiastic environment to every employee who contacts the Help Desk by promptly responding to their needs. Greet them in a helping manner to provide a comfortable situation.

• Get a full and detailed explanation of the problem. If possible resolve the problem over the phone or give pointers in resolving the problem. Assist the employees in taking responsibility for their store. 
• Contact the appropriate personnel to respond to the request via emailed ticket unless the situation is an emergency. In an emergency the correct personnel should be contacted immediately and then a ticket opened for proper follow up and accounting.
• Response to employees’ requests for assistance in a timely manner.
• Communicating with the employees on the progress in resolving the call/ticket. The Help Desk Associate will provide regular status updates for all open issues based on the time allowed within the priority levels set.
• Documentation of the ticket, progress, and resolution in the Help Desk system. The Help Desk associate will notify the employee that the issue/ticket has been updated or resolved, how it was resolved, complete/correct any ticket information and then close the ticket. 
• All follow ups with employees or team members will occur via email or telephone. All tickets must be updated after this happens.

Technical Skills:

·       Learn and properly use all Help Desk systems and software.

• Have the ability to properly use email to contact and update all employees.
• Ability to communicate effectively with employees to properly assign and understand the problem at hand.
• Understand the proper use of all equipment/systems within the company.
• Must be able to learn quickly and adapt to changes.

General Expectations:

·       Maintain employee satisfaction.

• Work and communicate effectively with all departments.
• Attendance is a key goal. Make sure your co-workers are able to handle this position in your absence.
• Provide detailed descriptions of any/all problems.
• Maintain accurate records and follow up properly on all open issues.
• Utilize the ticket system to learn and gain understanding to better resolve tickets in a timely manner.
• Other duties as assigned.

Experience and Skills Required:

·       High school diploma, GED, or equivalent.

• One year customer service experience with excellent communication skills, spelling and grammar.
• Basic computer and technology literacy.
• Availability to work all regular office hours and overtime when necessary.
• Hard-working and dedicated to the goals of Dollar Loan Center.
• Familiar with basic office equipment and daily activities.
• Have reliable transportation.
• Pass a background check.
• Experience with Autotask is a plus