Description:
We have an exciting opportunity for a talented and experienced Junior Help Desk Analyst. This position requires an individual with a strong work ethic, ability to work effectively with a range of skillsets, and excellent collaboration and communication skills. This is a 24 hours/day, 7 days/week Help Desk. Primary shifts are normally during regular business hours. However, you must be willing to work weekends and evenings as part of the scheduled shift rotation.
Requirements:
Job Duties/Responsibilities:
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Respond to customer request for service; managing requests through their completion.
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Tier 1 and Tier 2 application support responsibilities for client and call center customer service representatives.
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Telecom and network circuit monitoring to support multiple client call centers.
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Telecom ticketing and functional support, including opening vendor trouble tickets, Toll-Free routing support, and Interactive Voice Recognition (IVR) support.
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Interface directly with the client in resolving support issues or route the call or email to the next appropriate level of support.
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Effectively document and classify service requests, maintaining records of correspondence received and responded to.
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Support all day-to-day Help Desk related activities for the client, or dispatch calls as needed to other analysts.
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Perform triage and escalation procedures as necessary.
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Process ticketing activity reports.
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This is a 24 hours/day, 7 days/week Help Desk. Primary shifts are normally during regular business hours. However, you must be willing to work weekends and evenings as part of the scheduled shift rotation.
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Interact with the team in a cooperative and collaborative manner.
Required Skills:
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Excellent interpersonal and communication skills, inclusive of written, oral and effective listening
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Excellent organization, prioritization and project/task management skills
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Courteous and well spoken
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Demonstrated ability to solve problems and debug issues
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Experience in Systems Administration or Applications Support in an IT organization
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Extensive experience with Microsoft Desktop Applications (MS Office -Outlook, MS Word, MS Excel, MS Power Point), systems knowledge, and applications support.
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Knowledge of Remedy Service Desk, Service Now or other comparable ticketing system
Education required:
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Associates with relevant experience in a related discipline
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Bachelor’s degree from an accredited college or equivalent experience in a related discipline preferred
Experience Required/Desired:
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Extensive support knowledge of Business Processes (i.e. Telecom Provisioning or Health Insurance Claim Processing).
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Help Desk or Service Desk support experience.
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Telecom support experience desired.
Desired Certifications:
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ITIL certification
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Other industry certifications