Help Desk Analyst
Infotree Global Solutions
Help Desk Analyst
Location - RI/KS/OK/DE/KS/PH/FL/AZ
Duration - 6+ Months
Visa - USC/GC/EAD
Essential Job Functions:
• Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support within a 24x7x365 support team.
• Acts as representative of technical services to its customers.
• Initiates, escalates, or resolves problem tickets and/or service requests.
• Troubleshoots and resolves technical problems, escalates to support resources.
• Facilitates closure to problem ticket/service requests while meeting or exceeding defined service level expectations.
• Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s).
• Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner.
• Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources.
• Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.
• Must be able to provide clear, concise, information through written and verbal communications.
Vacancy posted 5 days ago
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