Help Desk 1 (3rd Shift)

Sundial Software - Madison, WI

Sundial Software is currently recruiting for a Help Desk consultant for a one year minimum contract working 2nd Shift (11am-7pm) M-F. 

Help Desk Consultant Description

Our Client is seeking one (1) highly motivated and capable person to help answer front line calls via incoming phone or front desk service to meet Technical Services (TS) needs for faculty/admin staff. This work includes answering technical questions on varied TS procedures and software that is used. This role requires someone with customer service skills. Someone who can work with issues through the phone or in person and someone that can be comfortable under pressure. If this person has exposure to an incident tracking systems (ServiceNow) it would be a plus. This individual must have the ability to work independently in a high volume environment. The hours for this position in 11 am – 7 pm, Monday through Friday.

This is a strategic position that impacts our capability to conduct business in an uninterruptible manner. The position has cross-organization scope within our company and Technology Services.

This position will report directly to the Director, Customer Service in Technology Services.

Core Qualifications

  • Must have solid phone/soft skills and customer service experience.
  • Organization.
  • Ability to maintain composure with end customers.
  • Ability to follow-through on expectations tasks and ensure work assignments are completed.
  • Ability to effectively communicate, both orally and in written form.
  • Experienced working in a deadline-driven environment, handling and prioritizing multiple tasks.
  • Excellent conceptual, problem solving, and analytical skills.
  • Ability to work independently or as a member of a team on complex tasks.
  • Demonstrated competency in documenting solutions for both technical and functional audiences.

Duties and Responsibilities

  • Provide Services and TS through Customer Service
  • Work with Tier 2/3 staff in a professional manner
  • Support PC troubleshooting/imaging
  • Work with documentation specialist
  • Assess needs of customers.
  • Work independently.
  • Participate as a team member to achieve successful business process.
  • Communicate status to management and teams.

Desired Behaviors

  • Display energy and initiative in solving problems
  • Follow all possible avenues to get the job done
  • Adaptable – undertake a variety of tasks willingly
  • Work effectively with a variety of personalities and work styles
  • Quality – demonstrate appropriate quality and thoroughness in their work
  • Decisive – ability to make decisions quickly when faced with multiple options
  • Ability to influence others in decided course of action
  • Integrity – act with personal integrity at all times
  • Professional – work with their teams’ processes
  • Confront problems, propose solutions and take ownership through to resolution or ensure a clear hand-off.
  • Have a positive “can-do” approach to work
  • Proactive – operates with and communicates to all stakeholders and co-workers
  • Meets commitments and is upfront and proactive in communicating when goals are in jeopardy
  • Analyze issues, proposes solutions, and then takes ownership of the execution of solutions
  • Work effectively with a variety of personalities and work styles
  • Ability to prioritize issues and resolve them
  • Act with integrity at all times

Education and Qualifications

  • Experience in Help Desk environment
  • Minimum of High School Degree (prefer course-work beyond High School)
  • Experience in imaging PC Hardware and troubleshooting desktop software
  • Use of service management systems for incident tracking

The anticipated duration of this engagement is up to 12 months, with possible extension. The consultant should be prepared to start by February 11th, 2019 or possibly earlier. This position is to be on-site in Madison, WI.



Posted On: Thursday, January 3, 2019



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