Help Desk Analyst

Atlanta, GA 30328

Posted: 09/13/2019 Employment Type: Contract Category: Help Desk Job Number: 53283

Helpdesk Analyst

Description: 

Help Desk Analyst with 2+ years of technical and professional experience a customer service focused help desk support role. Delivers quality help desk support to internal employees by providing them with a single point of contact to report issues or make inquiries. Manages day to day service delivery and works on special projects as assigned. Develops and maintains a good rapport with other CIS support teams. Must be diplomatic, tactful and communicate effectively with technical and non-technical personnel; both verbally and in writing. Should exhibit creativity in research and provide recommendations that will enhance customer support.

Responsibilities:
  • Ensures customer satisfaction by responding to submitted tickets and emails in a timely manner.  Logs all customer inquiries and issues in Incident Management (Service Now) and tracks them until resolution and incident closure.
  • Ensures timely and accurate escalation of customer issues by documenting the impact to the customer and by assigning an appropriate priority and resolution target.
  • Conducts problem determination using documented procedures and available tools. 
  • Records issue symptoms and status information in a timely fashion to communicate with and properly utilize other CIS resources.
  • Ensures incident resolution by maintaining an Action Plan for issue resolution, by initiating and tracking incident assignments to technical resources, vendors, and so forth, and by keeping the customer updated on the status of incident resolution. 
  • Initiates escalation as appropriate to ensure management awareness of issues that are severe in nature or that are exceeding documented targets.
  • Works well with Application Analysts to gain additional knowledge around undocumented scenarios and documents said scenario for future like issues.
  • Provide excellent services through phone to IT users for basic end user related hardware, software, and networking issues. 
  • Troubleshooting issue for Workstations and Servers. 
  • Installation of new software. 
  • Coordinating user setups, installations and upgrades. 
  • Windows 7/Vista/XP/98, Server 2012/2008/2003 
  • Excel, Word, PowerPoint, Access, Publisher 
  • LAN/WAN, TCP/IP, Active Directory, Group Policy, DNS, DHCP, VPN, RRAS 

Qualifications:
  • 2 + years Client Support experience with use of support tools: phone, email, incident management (ServiceNow preferred), and remote support.
  • Strong dedication to customer service, excellent problem-solving skills, and inherent decision making ability.
  • Good initiative and assertiveness. Good task management skills and the ability to organize work in an efficient manner in addition to the ability to work well under stress and time pressures.
  • Strong verbal and written interpersonal and communication skills. Superior telephone etiquette and an ability to deal effectively with customers, vendors, peers and management.
  • Associates or technical degree preferred
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