Help Desk Analyst
Looking for a career changing opportunity? My client, a Fortune 50 Global Organization, has immediate needs for multiple Help Desk Analysts! Department Description Overview: The Enterprise IT Service Center is a full-service technical support center that provides immediate assistance for customers and clients utilizing Cardinal Health applications and hardware. This includes the support of proprietary business applications, Windows-based business-to-business products and solutions, standard desktop applications, and the associated hardware platforms, databases, and network connectivity. Responsibilities: - Answer incoming client and customer calls. - Troubleshoot software and hardware issue via phone. - Train end users in the use of equipment and software. - Acquire and maintain expert knowledge of emerging desktop technologies and software applications. - Fully document all cases in call tracking software and escalate to appropriate queue. - Escalate support call to supervisor as necessary. - Assume ownership of project-related tasks as needed or assigned. - Act as liaison between clients or customers and other Cardinal IT organizations or external IT vendors. - Maintain and seek knowledge about current industry-wide support practices and the potential impact on the support business Must Have Requirements: - VPN support **required** - Outlook support **required** - Ability to multitask and prioritize - Strong customer service, communication and listening skills - Effective team player - Appropriate sense of urgency and prioritization - Ability to identify problems and propose effective solutions Knowledge/Skills Requirements: - Microsoft Windows 95/98/NT/2000/XP - Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio - Demonstrated experience supporting customer interactions and troubleshooting - Troubleshooting knowledge of PC hardware issues including modems, monitors, printers, hard drives, PDAs - Experience supporting database software such as Fox Pro - Experience supporting proprietary software applications - Fundamental understanding of networking including Novell, NT, TCP/IP, WINS, DNS - Troubleshooting web browsers and security settings - Using AS/400 applications The organization is a very fast-paced, changing environment. This position requires decision-making capabilities, superior customer service skills, and the ability to work independently. Strong interpersonal skills are a necessity. Flexibility to work on a varied shift schedule. Email Ryan.Smith@Experis.com today!
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