Help Desk Analyst
Title: Help Desk Analyst Location: Woodbury, MN (55125) Duration: 3-6 Month (Contract-to-Hire) Number of Positions: 1 Job Description: As a Help Desk Analyst you will be providing technical support for Windows, Microsoft Office, Lotus Notes, as well as assisting with password resets, VPN, and connectivity issues. This is a high volume Help Desk where you will be answering 30 or more calls per day. Performs all aspects of call handling and problem resolution. Listens actively and interprets the situation regardless of the customers level of technical expertise. Handles customer requests, questions and complains respectfully, effectively, and responsively. Uses knowledge of all available resources for problem determination. Provides consistent and reliable customer service and strives to reduce call duration. Maintains good working relationships with customers via frequent interaction and appropriate communication. Is dedicated to providing the highest quality services that meet the needs of the customer. Logs and tracks all calls using the problem management technology. Also tracks incidents, and documents problems and solutions. Records all activity and communications regarding problems. Responsible for escalating calls as appropriate. Ensures eventual resolution of the incident and follows up on all open issues as necessary. Minimum Requirements: At least 1-2 years of help desk experience or in-coming call center experience in a help desk type environment is required Qualified candidate must have excellent communication skills both verbal and written Strong customer service skills. The positions primary focus is all phone work; it does not involve tier-2 level support. Strong customer service experience is key The Client is willing to train on the more in-depth technical aspects, but the resources phone presence is what will be critical can he/she display the 3 Es energy, enthusiasm, and empathy. Must have a solid technical aptitude and the ability to learn and understand Successful candidate must be open to constructive feedback Experience in an environment of continual improvement (six sigma, ITIL, etc) is preferred Experience with some form of ticketing system (HPSD, Remedy, etc) is also very helpful Knowledge and experience with Windows operating systems (Windows 2000, XP) Experience with email software (Lotus Notes is what we use, or Outlook or GroupWise) and of internet and intranet environments, and multiple LAN environments. Knowledge and experience with Microsoft Office Suite (Word, Excel, Access and PowerPoint) Flexible hours required. Analyst will have an assigned shift, but must be willing to work alternative shifts when requested Desired Skills (Nice-to-Have): Bi-Lingual (Spanish) is a plus, but is not required for an English speaking role Knowledge of print connectivity Knowledge of remote access software solutions (VPN) Mainframe knowledge (CICS, TSO, IMS/DB2/JCL) Qualified candidates should send their resume to Nicolas.email@example.com
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