Help Desk Analyst
Please note this is a 6 month contract position. Skills: Help Desk Analyst experience, PC/MAC experience, VPN, MS Office RESPONSIBILITIES: The Global Service Desk Analyst will be responsible for managing incoming support requests and delivering world-class technical support to users via telephone, email, chat, and/or in person. Will be directly involved in resolving user issues and assisting in communicating service outages to users. Must be able to work a variety of schedules including day and swing shifts. The Global Service Desk Analyst must be receptive to management direction and coaching and be able to quickly adapt and prioritize workload to increase his/her individual and team effectiveness. Also expected to demonstrate an ongoing commitment to SFDC values. Additional responsibilities include: • Provide excellent customer service and diffuse heightened end-user sensitivity; • Demonstrate strong customer focus and ability to communicate with multiple levels of the organization. Communicates technical information to both technical and non-technical personnel; • Resolve user issues submitted via ticketing system, phone, email, chat or in person; • Uses experience and troubleshooting skills to resolve many issues immediately; • Escalate unresolved customer issues and recommend documented temporary solutions and/or alternative procedures to users; • Track all requests using case management application. Performance is measured by common metrics such as (but not limited to) total tickets completed, ticket response time, ticket duration, and customer satisfaction; • Contribute to the department’s knowledge base through research, projects, and documentation; • Actively participate in training of peers and new team members; • Identify and recommend efficiency and workflow improvements to management; • Execute IT policies with confidence and understanding of both the letter and the spirit of the policy; • Satisfactorily complete a minimum number of tickets/period based upon group standards while maintaining satisfactory customer feedback; • Work independently on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations. Normally follows established procedures on routine work, requires instructions only on new assignments. REQUIRED SKILLS: This position requires a person who is outgoing, has excellent communications skills, enjoys working in a team environment, and likes helping people. Generally requires 2-3 years experience in customer service or technical support. Must have current knowledge of PC and Mac hardware/software and general technology trends. Must have strong research and problem solving abilities. Must have excellent verbal and written communication skills. DESIRED SKILLS: Windows and Macintosh troubleshooting skills/experience preferred. Experience with BlackBerry, iPhone, VPN, Outlook, and MS Office desired. Understanding of LAN, WAN, and wireless networking technologies is helpful. Prior experience in an IT helpdesk or technical support call center is helpful. Multi-lingual fluency is a plus. For consideration please include Job# 1722.
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