Help Desk Analyst - 2nd Shift

  • location: New Albany, OH
  • type: Contract
  • salary: $14.50 per hour

job description

Help Desk Analyst - 2nd Shift

Randstad Technologies is actively seeking candidates for Full-Time Help Desk Analyst positions for our client in New Albany, OH.

The shift/hours are as follows:

2 - Second shift roles

Position 1:

Sunday - 12pm - 8:30pm & Monday - Thursday, 11am - 7:30pm

Position 2:

Tuesday - Saturday 12pm - 8:30pm

Candidate needs to be very articulate, sharp and energetic. Must be able to pay attention to detail and the ability to follow processes and procedures. Experience with using a knowledge database to resolve issues will be extremely useful.

Take incoming Desktop Hardware and Software support calls for end users

Majority of calls will be password resets, network and wireless connectivity issues, issues with Outlook, MS Office and proprietary applications.

Call should be kept at 4:00 to 4:30 average talk time

All Approx. 60% of Calls with be resolved at Tier 1 remaining 40% will be escalated per request of client to ensure incoming call answer time is low.

Perform Password Resets on multiple systems and hosts

Supports Enterprise Wireless Operations

Provide first and second level support for remote user laptops

Provide support for company VPN/Remote solution.

Prioritize and escalate issues to other management/staff

Provide international support for overseas operations.

Communicate, and/or Escalate to 2nd Level Support Teams, if need exists

Enter pertinent information and updates of reported incidents in ServiceNow

Reset client passwords according to information security guidelines.

SKILLS REQUIRED:

Minimum 1 year previous inbound customer service/help desk experience

General knowledge of computer products, software and applications

Experience with MS Office Suite/Office 365/Cisco WebEx

Experience with a ticketing software such as Peregrine, or Remedy, HP Service Manager, or ServiceNow

Experience working in a technical help desk

Exceptional customer service/people skills

Strong analytical troubleshooting skills

Excellent written and verbal communication skills

Strong work ethic, excellent attendance and flexibility to work overtime

Team player with a positive, friendly attitude

Sense of urgency for incident resolution

Ability to multi-task in a fast paced environment with minimal direction

Experience communicating with senior/executive level managers

Experience with using a knowledge database for guidance or resolution of issues

Must be able to type at least 25 WPM with 85% accuracy.

Desired:

Technical Certification A+

Experience with MS Outlook

Experience with MS Office Suite

Experience with Cisco Messaging

Experience with VPN solutions

Experience with Wireless networks and troubleshooting

For immediate consideration send resume, hours available to work and pay rate requirements to nancy.lewis@randstadusa.com

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