Support Center Analyst

Atlanta, GA 30324 | Contract To Hire

Post Date: 07/06/2018 Job ID: 50470 Industry: Help Desk

Support Center Analyst
 

Education: Two year degree, college equivalent, or vocational school equivalent preferred.

Mission:

Provide the best possible customer service by answering customer questions in a swift manner as well as providing accurate responses and solutions.

Experience:
  • A minimum of 1 year prior Support Center experience
  • HDI Support Center Analyst Certification preferred. Must be willing to achieve certification within first year of employment

Responsibilities:

  Cultivate and manage relationships with customers
  • Accurately track all work in Remedy for the benefit of customers and the Technology Support Team
  • Function as a point of contact for incidents and service requests from end users by phone and email
  • Solve problems and be able to present technical information to users with different technical skill levels
  • Communicate effectively with customers, coworkers and management
  • Perform password resets for the following environments: Active Directory, Online Wage Statements, Servsuite Mobile, Avaya Voicemail, AS 400 apps (Focus, Spyview, JDE, LSAMS)
  • Configure and troubleshoot various equipment and peripherals, including iPhone, iPad, Desktops/Laptops, printers and more
  • Support and configure the software applications like Avaya Modular Messenger, BOSS, Outlook, Internet Explorer, Kronos, Bizsuite/Homesuite, VPN, Marketplace, LMS/Tempo and others
  • Employ tools like Airwatch and Altiris in supporting users and requested applications
  • React to change productively and handle other essential tasks as assigned
Customer Service, Communication, Personality
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