Title: Service Desk Analyst - Immediate Hire (6-Month Contract)

Location: Columbus, OH

Pay Rate: $21.00/hour

Are you passionate about providing exceptional customer service in the dynamic field of IT? We're seeking a talented Service Desk Analyst to join our team in Columbus, OH, for a 6-month contract role with potential for extension. As the first point of contact for users contacting our IT Service Desk, you'll play a crucial role in delivering top-tier customer service, resolving issues promptly, and identifying opportunities for process improvement.

Responsibilities:

• Provide exemplary phone support, demonstrating strong customer service skills.
• Listen attentively to users, empathize with their situations, and resolve issues with a sense of urgency.
• Track all information accurately in our call tracking system and produce detailed documentation at the client, problem, and incident level.
• Resolve conflicts effectively and ensure high levels of first call resolution.
• Deliver high-quality end-user technical support related to enterprise software and hardware.
• Assess, triage, research, train, educate, and resolve incidents and requests in a fast-paced environment.
• Offer after-hours and weekend support as needed, under general oversight.
• Demonstrate attention to detail, follow-through, teamwork, and a positive attitude.
• Apply technical knowledge to support existing systems and address immediate computing needs.
• Create positive customer support experiences, build rapport and trust with end-users, and ensure timely resolution or escalation of issues.
• Identify and work with internal end-users to provide guidance and support, maintaining professionalism in difficult situations.
• Investigate, diagnose, resolve, and recover from hardware/software problems.

Qualifications:

• Excellent customer service and communication skills are essential.
• Two to five years of proven, qualified work experience in a comparable complex, high-tech, and fast-paced environment preferred.
• Previous work experience in a technical support role is a plus but not required.
• Ability to diagnose problems in a complex environment and provide effective solutions quickly.
• Self-motivated with the ability to work independently in a high-pressure environment.
• Willingness to work variable shifts, including evenings, weekends, and public holidays.
• Understanding of technology and the ability to apply that knowledge to support all existing systems.

Join our team and be part of a collaborative environment where your skills are valued, and opportunities for growth abound. Apply now and embark on a rewarding journey with us!

How to Apply: If you are passionate about providing exceptional customer service and possess the technical skills to support our clients' needs, we encourage you to apply. Please submit your resume and cover letter highlighting your relevant experience and qualifications to lorraine.dsouza@russelltobin.com