Job #: 2856

Title: Service Desk Analyst – Atlanta, GA

Region:

  • Other
  • Job Type:

  • Contract
  • Contract Pay Rate:
  • $0-25
    • Anywhere
    • Posted 2 weeks ago

    RESPONSIBILITIES
    • Addresses and resolves both basic incidents/requests; logs all interactions; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
    • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
    • Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
    • Analyzes and resolves incidents and requests regarding use of application software or hardware.
    • Logs and tracks incidents and requests from identification through resolution.
    • Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
    • Documents resolutions and updates self-help and knowledge bases.
    • Ability to resolve requests on first contact.
    • Maintains and protects confidentiality with regard to all aspects of employee information.
    • Ability to provide on-call support after hours as needed
    • Adheres to Code of Conduct and Mission and Value statements.
    • Performs other duties as assigned.
    • Demonstrated ability to learn customer support processes and techniques.

    REQUIREMENTS
    MUST HAVE EXPERIENCE
    Candidate will need to have at least 2 years of experience in the following areas:
    • Working in a technical Service Desk or Help Desk position
    • Customer service experience in a technical support role
    • Level one experience in MS Office, printers, remote access, networking, etc.
    • Using support software tools
    • Service Request Management processes
    • Remote support and ticket tracking tools
    • Working in a high volume environment (answering 20-30 live calls in addition to
    managing 40-60 emails/service requests)

     

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