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I'm a recruiter looking for level 1 help desk professionals for our contract with HP in Kirkland (Montreal). Can you forward my email to interested friends? Thanks for your help.
Qualifications:
Must speak English and French Conversationally. (this is phone support for HP employees in North America) (you will be tested on your Conversation skills)
See Agent Description Below for related job skills. MS Office, Outlook, Remote Access/VPN and Active Directory
Kelly Anderson - Volt Services Group
Technical Recruiter
11261 Willows Road NE, Suite 200
Redmond, WA 98052
425.702.9000 or 1.800.253.9605
kcanderson@volt.com
Volt has been awarded a project to staff over 200 positions here in Kirkland, QC. We are seeking talented professionals that are committed to a long term project opportunity. Below is the position description, address of work location and directions. The key technical areas are a solid understanding of MS products such as outlook, Windows 2000/XP, Remote Access/VPN and hardware. If you have any questions or referrals, please call /email or have your possible candidates do the same.
Address:
Hewlett-Packard
17500 Trans-Canada Hwy
South Service Road
Kirkland, QC. H9J 2X8
Directions:
Coming from downtown Mtl. by the 40 (T-Canada hwy.) drive west past St-Charles Blvd. take exit 49 and keep right,drive under overpass which you'll drive onto the south side service road about 1/4 mile further turn right into HP's parking lot.
Coming from downtown by the 20, drive North on St-Charles Blvd., after approx 6 lights keep to left lane and turn left on Chemin St-Marie. ( There's a Tim Horton's on the corner ). After 3 stops turn right onto Daniel street. HP is the building on the left side.
By bus/metro : Take bus # 215 from COTE VERTU to the Fairview shopping center.
Transfer to bus # 217
Get off bus on the corner of Montrose and Chemin St-Marie.
Walk east (about ten minutes) 1/4 mile to Daniel street and HP's main entrance is facing the Trans Canada Hwy.
By train : Get off train at BEACONSFIELD station.
Take bus # 217 North up St-Charles Blvd.
Get off bus on the corner of Montrose and Chemin St-Marie (SEE ABOVE)
Description of Agent:
Overview
Provide in-depth PC support and deliver a high level of resolution upon the first contact with the customer. Utilize knowledge tools, client management tools and remote control software to resolve at least 80% of PC calls on-line, without having to dispatch to a center of expertise or deskside support technician. Needs to quickly diagnose/triage issues and deliver a high level of customer satisfaction.
Features
§ PC problem resolution and functionality assistance for HP and Compaq personal computers, HP and Compaq handhelds, HP and Compaq laptops:
§ Configuration assistance for WIN 98 WIN /NT, WIN XP WIN2000 and WIN-CE.
§ Network software configuration assistance.
§ Peripheral, including network printers, configuration assistance.
§ Limited system performance tuning.
§ Remote connectivity assistance for Net Access products
§ PC application support (including Office 2000, Outlook 2000 and Office XP)
§ Application installation and configuration assistance
§ Functionality support
§ Fault isolation for LAN/WAN issues
§ Fault isolation for server issues
§
§ HP proprietary enterprise applications
§ @hp portal support
General Roles and Responsibilities
PC agents will provide the following support services:
§ Problem isolation & resolution for PC related requests and problems.
§ Net Access troubleshooting, problem isolation and resolution; client configuration assistance for PC Remote Connectivity service
§ Client configuration assistance for PC client O.S. and supported applications.
§ Accept, validate and log calls from authorized users.
§ Fully document all calls, including all resolution steps.
§ Set expectations by notifying call initiator of call status, including general updates, action plan, next steps, and call closure.
§ Track calls to ensure that responses are timely and escalated in accordance with HP escalation procedures.
§ Ensure an 'integrated' call center approach, i.e., the caller will experience a minimum number of call transfers, and efficient coordination will take place with other service providers.
§ Documented support procedures are followed at all times.
§ Identify fixes and follow the process to update HP Knowledge or Routing Tools
Requirements
PC agents require:
§ One year IT Call Center support experience
§ Extensive knowledge of appropriate platforms and network components
(WIN NT, Windows 2000, WIN XP, Remote Connectivity)
§ Extensive knowledge of HP's Common Operating Environment for PCs.
§ General knowledge of HPUX
§ General knowledge of HP's business environment.
§ Excellent customer service skills
§ Demonstrate ability to communicate with a variety of people both verbally and in writing.
Demonstrated troubleshooting and problem solving skills.
Metric goals that need to be achieved:
25 BLT tickets per day
80 % PC Resolution Rate
Less than 2% misrouted cases of all calls dispatched
What to Study for the Test:
Please take a look at the links below. These are more specific areas that you can study to do well in your interview/test. If you focus on the troubleshooting steps you should do well. Please e-mail me with any questions.
One of the items that our candidates have communicated "made a difference", was reviewing the Tutorials-Training Material attached. The primary technical areas you would be supporting are MS Office, Outlook, Remote Access/VPN and Active Directory.
Study these specific links for outlook....
http://support.microsoft.com/default.aspx?scid=/support/outlook/content/ol20top.asp
http://office.microsoft.com/assistance/preview.aspx?AssetID=HA010549131033&CTT=6&Origin=EC010553071033
http://support.microsoft.com/default.aspx?scid=/support/outlook/content/ol20top.asp
http://support.microsoft.com/default.aspx?scid=fh;EN-US;ol2002#faq558
http://support.microsoft.com/default.aspx?scid=kb%3Ben-us%3BQ305315
http://www.all-windows.com/outlook_faq.html
Links for Word and Excel
http://support.microsoft.com/default.aspx?pr=wrd20&SD=OFFN
http://support.microsoft.com/default.aspx?pr=xlw2K&SD=OFFN
http://www.monet.k12.ca.us/Cs/kb/wordfaq.htm#tshoot
Thank You,
Kelly Anderson, Technical Recruiter
Volt Services Group | 11261 Willows Rd NE, Suite 200 | Redmond, WA 98052
Tel 425 702 9000 ex. 1411; TF 800 253 9605 | Fax 425 702 0415
kcanderson@volt.com | www.volt.com更多精彩文章及讨论，请光临枫下论坛 rolia.net
I'm a recruiter looking for level 1 help desk professionals for our contract with HP in Kirkland (Montreal). Can you forward my email to interested friends? Thanks for your help.
Qualifications:
Must speak English and French Conversationally. (this is phone support for HP employees in North America) (you will be tested on your Conversation skills)
See Agent Description Below for related job skills. MS Office, Outlook, Remote Access/VPN and Active Directory
Kelly Anderson - Volt Services Group
Technical Recruiter
11261 Willows Road NE, Suite 200
Redmond, WA 98052
425.702.9000 or 1.800.253.9605
kcanderson@volt.com
Volt has been awarded a project to staff over 200 positions here in Kirkland, QC. We are seeking talented professionals that are committed to a long term project opportunity. Below is the position description, address of work location and directions. The key technical areas are a solid understanding of MS products such as outlook, Windows 2000/XP, Remote Access/VPN and hardware. If you have any questions or referrals, please call /email or have your possible candidates do the same.
Address:
Hewlett-Packard
17500 Trans-Canada Hwy
South Service Road
Kirkland, QC. H9J 2X8
Directions:
Coming from downtown Mtl. by the 40 (T-Canada hwy.) drive west past St-Charles Blvd. take exit 49 and keep right,drive under overpass which you'll drive onto the south side service road about 1/4 mile further turn right into HP's parking lot.
Coming from downtown by the 20, drive North on St-Charles Blvd., after approx 6 lights keep to left lane and turn left on Chemin St-Marie. ( There's a Tim Horton's on the corner ). After 3 stops turn right onto Daniel street. HP is the building on the left side.
By bus/metro : Take bus # 215 from COTE VERTU to the Fairview shopping center.
Transfer to bus # 217
Get off bus on the corner of Montrose and Chemin St-Marie.
Walk east (about ten minutes) 1/4 mile to Daniel street and HP's main entrance is facing the Trans Canada Hwy.
By train : Get off train at BEACONSFIELD station.
Take bus # 217 North up St-Charles Blvd.
Get off bus on the corner of Montrose and Chemin St-Marie (SEE ABOVE)
Description of Agent:
Overview
Provide in-depth PC support and deliver a high level of resolution upon the first contact with the customer. Utilize knowledge tools, client management tools and remote control software to resolve at least 80% of PC calls on-line, without having to dispatch to a center of expertise or deskside support technician. Needs to quickly diagnose/triage issues and deliver a high level of customer satisfaction.
Features
§ PC problem resolution and functionality assistance for HP and Compaq personal computers, HP and Compaq handhelds, HP and Compaq laptops:
§ Configuration assistance for WIN 98 WIN /NT, WIN XP WIN2000 and WIN-CE.
§ Network software configuration assistance.
§ Peripheral, including network printers, configuration assistance.
§ Limited system performance tuning.
§ Remote connectivity assistance for Net Access products
§ PC application support (including Office 2000, Outlook 2000 and Office XP)
§ Application installation and configuration assistance
§ Functionality support
§ Fault isolation for LAN/WAN issues
§ Fault isolation for server issues
§
§ HP proprietary enterprise applications
§ @hp portal support
General Roles and Responsibilities
PC agents will provide the following support services:
§ Problem isolation & resolution for PC related requests and problems.
§ Net Access troubleshooting, problem isolation and resolution; client configuration assistance for PC Remote Connectivity service
§ Client configuration assistance for PC client O.S. and supported applications.
§ Accept, validate and log calls from authorized users.
§ Fully document all calls, including all resolution steps.
§ Set expectations by notifying call initiator of call status, including general updates, action plan, next steps, and call closure.
§ Track calls to ensure that responses are timely and escalated in accordance with HP escalation procedures.
§ Ensure an 'integrated' call center approach, i.e., the caller will experience a minimum number of call transfers, and efficient coordination will take place with other service providers.
§ Documented support procedures are followed at all times.
§ Identify fixes and follow the process to update HP Knowledge or Routing Tools
Requirements
PC agents require:
§ One year IT Call Center support experience
§ Extensive knowledge of appropriate platforms and network components
(WIN NT, Windows 2000, WIN XP, Remote Connectivity)
§ Extensive knowledge of HP's Common Operating Environment for PCs.
§ General knowledge of HPUX
§ General knowledge of HP's business environment.
§ Excellent customer service skills
§ Demonstrate ability to communicate with a variety of people both verbally and in writing.
Demonstrated troubleshooting and problem solving skills.
Metric goals that need to be achieved:
25 BLT tickets per day
80 % PC Resolution Rate
Less than 2% misrouted cases of all calls dispatched
What to Study for the Test:
Please take a look at the links below. These are more specific areas that you can study to do well in your interview/test. If you focus on the troubleshooting steps you should do well. Please e-mail me with any questions.
One of the items that our candidates have communicated "made a difference", was reviewing the Tutorials-Training Material attached. The primary technical areas you would be supporting are MS Office, Outlook, Remote Access/VPN and Active Directory.
Study these specific links for outlook....
http://support.microsoft.com/default.aspx?scid=/support/outlook/content/ol20top.asp
http://office.microsoft.com/assistance/preview.aspx?AssetID=HA010549131033&CTT=6&Origin=EC010553071033
http://support.microsoft.com/default.aspx?scid=/support/outlook/content/ol20top.asp
http://support.microsoft.com/default.aspx?scid=fh;EN-US;ol2002#faq558
http://support.microsoft.com/default.aspx?scid=kb%3Ben-us%3BQ305315
http://www.all-windows.com/outlook_faq.html
Links for Word and Excel
http://support.microsoft.com/default.aspx?pr=wrd20&SD=OFFN
http://support.microsoft.com/default.aspx?pr=xlw2K&SD=OFFN
http://www.monet.k12.ca.us/Cs/kb/wordfaq.htm#tshoot
Thank You,
Kelly Anderson, Technical Recruiter
Volt Services Group | 11261 Willows Rd NE, Suite 200 | Redmond, WA 98052
Tel 425 702 9000 ex. 1411; TF 800 253 9605 | Fax 425 702 0415
kcanderson@volt.com | www.volt.com更多精彩文章及讨论，请光临枫下论坛 rolia.net