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. Infotree Global Solutions
Vacancy posted 4 days ago
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