What are the responsibilities and job description for the Help Desk Analyst: Level 2 position at BCForward?
Role: Help Desk Analyst: Level 2
Location: Ohio 43230
06 Months
At least 80% of the position will be phone support (on-site)
First point of contact for the users who call our IT Service Desk
• Answers incoming calls, self-service requests, emails, and chats
• Tracks all information in ticketing system
• Participates in knowledge management process to resolve tier 1 incidents and requests in a timely fashion and create new knowledge
• Escalates unresolved problem/issues/requests to the proper resolver group
• Troubleshoot basic end user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop support.
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• Become familiar with Service Desk policies and processes.
• Become familiar with the Systems, Network, Core applications and each team in the IT Department.
• Other duties as assigned by the Service Desk Manager.
Desired Qualifications:
• 3 years of experience in IT space, including 1 years of experience in technical support/ helpdesk.
• Demonstrate a general knowledge of operating systems and application software to provide a high level support.
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
• Excellent oral and written communication skills.
• Ability to provide technical support over the phone; excellent phone skills, professional demeanor.
• Excellent problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.
BCforward is an equal opportunity employer.
Salary : $24 - $26