Helpdesk Analyst

Job Description

Job Description

Name of Position: Helpdesk Analyst

Location: Philadelphia PA

Note: 2 round of interview 1 will be online second interview will be in-person

Job description

Minimum 2 years of experience working in a single point of contact help desk

Experience using Jira Service Management Helpdesk application

Experience using GroupLink’s eHelpdesk platform

Experience using Genesys Cloud contact center and customer experience platform

Strong customer service skills; telephone etiquette

Great team-oriented interpersonal skill

Great organizational skills

Excellent analytical and problem-solving skills

Strong oral and written communications skills (technical and non-technical)

Robust understanding of the ACD system and trouble ticket process

"If you are: bright, motivated, skilled, a difference-maker, able to get things done, work with minimum direction, enthusiastic, a thinker, able to juggle and multi-task, communicate effectively, and lead, then we would like to hear from you. We need exceptionally capable people for this role for our client, so get back to us and tell us why you think you are a fit."

About Us:

Since 2000, Tri-Force Consulting Services ( has been an MBE/SDB certified IT Consulting firm in the Philadelphia region. Tri-Force specializes in IT staffing, software development (web and mobile apps), systems integration, data analytics, system automation, cybersecurity, and cloud technology solutions for government and commercial clients. Tri-Force works with clients to overcome obstacles such as increasing productivity, increasing efficiencies through automation, and lowering costs. Our clients benefit from our three distinguishing core values: integrity, diligence, and technological excellence. Tri-Force is a six-time winner among the fastest-growing companies in Philadelphia and a four-time winner on the Inc. 5000 list of the nation's fastest-growing companies.