Help Desk Analyst - Contractor

Profile

Description
Our client has a terrific I.T. team and they are looking to add a Service Desk/ Help Desk Analyst,
due to a high volume of projects. This is a contract
role that will last 3 months and could result in an FTE/perm status!
Position Summary:
Provide first contact support to end users on a variety of technology issues. This individual responds to phone calls, emails, and work tickets for technical support as well as requests for equipment, software, and administrative changes, displaying a high level of customer service and professionalism. Support activities include but are not limited to; PC, printers, smart phone, printer/copier, network connectivity, and enterprise application operational support.
Essential Duties & Responsibilities:
Service Desk:
* Answer, evaluate, and prioritize incoming calls, voice mail, e-mail, ticket, and in-person requests for assistance from users experiencing problems with hardware, software, LAN /WAN connectivity, telecom, smart phone, email and other desktop/laptop related issues.
* Resolve issues on first contact when possible.
* Escalate to 2nd and 3rd level support when applicable.
* Provides excellent customer service with problem resolution.
* Ensures customer satisfaction by responding to all calls in a timely and professional manner.
Incident & Request Logging:
* Gathers proper information from customer in order to properly resolve issue.
* Accurately logs ticket information collecting key data metrics (user information, location information, categorization, and prioritization).
* Accurately logs resolution detail and maintains history trail of activities performed.
Customer Service:
* Provide support to customers in a courteous and detailed oriented manner.
* Provide world class customer service on a repetitive basis.
Incident & Request Follow-Up:
* Monitor and follows up with customers on tickets.
* Clear tickets in a timely manner in respect to required service levels.
Incident Management:
* Follow guidelines for processing incidents based on severity and impact.
* Escalate to Incident Manager when applicable.
Enterprise Application Support:
* Follow preset guidelines for troubleshooting and resolving enterprise application related questions.
* Escalate to Incident Manager or Software Development or Solution Support team when applicable.
Hardware Support:
* Coordinate repairs or processes replacements for faulty or defective products (laptop, desktop, smart phones, copiers, printers, and network equipment).
* Assist with configuration, training, and utilization of hardware when necessary.
Request Management:
* Process request fulfillment tasks.
* Follow processes and procedures associated with different types of requests (user administration, system access changes, software installations, software ordering, hardware ordering, hardware installations, smart phone provisioning).
Additional Support:
* Participate in an on-call rotation and be readily available 24x7 during a designated rotation.
* Participates in special projects as requested.
* Available for light travel as needed
Qualification Requirements:
*High School diploma or equivalent (required), BA/BS degree (preferred) software or hardware certifications a plus
* 2 years ofcall center or IT Service Desk experience
* Outstanding Customer Service Skills
*Process Practitioner Skills (Request Management, Incident Management, Problem)
* Strong Organizational Skills
* Strong Oral and Written Communication Skills
*Ability to resolve conflicts and de-escalate
*Strong Technical skills supporting a Microsoft Windows and Office environment
* Strong Technical skills supporting basic LAN/WAN network connectivity
* Strong Technical skills supporting PC and Printer hardware.
* Outstanding soft skills (critical thinking, positive attitude, ability to empathize)
* Strong troubleshooting and problem-solving skills
* Time management skills to ensure satisfaction with IT services and the completion of projects on time

Company info

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