What are the responsibilities and job description for the Help Desk Analyst position at Solomons International?
Help Desk Analyst:
This is a Tier 1 position requiring working on phones all day. This position is 100% on the phones, password resets and application support. No Tier 2 work will be performed. This is an operational-type job and reliability, and communication are key components to making the department successful.
Direct Client seeks someone with customer service experience, people skills, prefer a team environment and have basic IT experience. They can teach the IT, but the candidate either will have or doesn t have people and customer service skills.
The Help Desk Analyst performs the skills listed below-
- Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
- Investigates and resolves computer software and hardware problems of users.
- Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
- Talks with technical and non-technical co-workers to research problem and find solution.
- Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
- Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
- Follow quality standards and displays strong customer service skills.
- Able to work in a team environment.
- Complete assigned tasks.
- Excellent communication skills; both written and spoken.
- Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory
- Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
- Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.
Required Skills:
- Experience with call tracking and ticketing software
- Attentive to details and ability to be resourceful (using supplied documentation)
- Ability to support users with limited knowledge of computers, software, hardware, and systems
- Above average communication skills and telephone manner.
- Excellent organizational skills
- Basic User & Security Group Active Directory administration
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
- Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
- You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
- 1 years previous IT Service Desk and/or Call Center experience required.
| Skill | Required / Desired | Amount of Experience | Total Years | Last used |
1 years' previous IT Service Desk and/or Call Center experience required | Required | 1 Years | ||
Experience with call tracking and ticketing software | Required | 1 Years | ||
Attentive to details and ability to be resourceful (using supplied documentation) | Required | 1 Years | ||
Ability to support users with limited knowledge of computers, software, hardware and systems | Required | 1 Years | ||
Above average communication skills and telephone manner. | Required | 1 Years | ||
Basic User & Security Group Active Directory administration | Required | 1 Years | ||
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 | Required | 1 Years | ||
Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) | Required | 1 Years | ||
Excellent organizational skills | Required | |||
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service | Required |