Help Desk Analyst

  • location: Frisco, TX
  • type: Contract
  • salary: $16 per hour
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job description

Help Desk Analyst

job summary:
Level One Service Desk technician---receives inbound phone calls for technical support for client based proprietary systems, Windows, application and mobile devices support. Requires minimum 1 year Service Desk or Help Desk support in an Enterprise environment support level of >1000 end users. Must possess solid communication (written/oral) skills. Experience with various ticketing tools (i.e. Salesforce, Service Now, Remedy). Proven experience working in a fast pace customer service industry.

 
location: Frisco, Texas
job type: Contract
work hours: 8am to 6pm
education: No Degree Required
 
responsibilities:
DUTIES INCLUDE BUT ARE NOT LIMITED TO

- Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.

- Identifies and uses the appropriate priority levels for logging incidents and requests to set criticality level and to engage the proper team(s) for resolution.

- Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

- Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.

- Documents resolutions and updates self-help and staff knowledge bases.

- Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.

- Provides after hours and on-call support as needed.

- Performs other duties as assigned

Specific Client Job Responsibilities:

- Provisions, maintains, and removes security privileges for users of client applications and systems.

- Provides Tier 1 support for off the shelf, business applications as well as proprietary applications used by the customer(s).

- Works with members of the Customer's teams and other workgroups within IT on projects and initiatives as needed.

 
qualifications:
Required:

- Demonstrates ability and desire to learn Business and/or Production specific applications, technology, and terminology.

- Demonstrated ability to learn customer support processes and techniques.

- Strong analytical skills.

- Ability to solve problems.

- Customer Service Centric (Personable, Enjoys helping others)

- Works as part of a Team

 
skills: Preferred:

- Competency in call center tracking tools

- Prior experience supporting customers in use of application software.

- Proficiency in using support software tools.

- Customer service orientation and/or prior customer service training.

- Strong understanding of general, security-related procedures.

- 1 to 2 years Level One support in an Enterprise environment


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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