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Help Desk Level 1

Minneapolis, Minnesota, 55442, United States
February 13, 2018


This is Vaibhav from the recruiting team of SGS. Currently we are sourcing for a Help Desk Level 1 for one of our Fortune 500 clients’. I am enclosing a synopsis of the opportunity for your perusal as well as some background information about our organization. I would like to discuss this opportunity with you in more detail. Please reach me on 609-436-9208 or

Job Title: Help Desk Level 1

Location: Minnetonka, MN 55345

Duration: 12 months

Shift: 1st shift (7:00 AM – 4:00 PM)

Years’ Experience: 0-3


• Primary function is to answer calls arriving at the Support Center and to accurately identify, prioritize and log the service requests within the established standards.

• Diagnose problems by asking accurate, concise questions in a professional and timely manner.

• Accurately prioritize, categorize and log calls, reset network passwords, resolve print queue problems, manage crisis escalation and transfer calls to other support group as appropriate, assist in projects as needed.


• Requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquires independently.

• Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staffs.

• Excellent customer service, interpersonal, organizational and communication skills; Ability to work in a fast paced changing environment; Understanding of Windows based applications; familiarity with relevant operating systems, the Lotus and Microsoft Suite of products, the Internet and networking; ability to recognize priority issues and escalate accordingly; ability to translate technical terms into non-technical language; understanding of computer terms and acronyms; ability to learn new processes and procedures.


• Associate degree in Computer Science or a related discipline, and at least one, typically three years’ experience in IT or an equivalent combination of education and work experience.