Help Desk Analyst

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.