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 Service Desk Analyst 2nd Shift
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Posted on 01-10-17 3:18 PM     Reply [Subscribe]
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Service Desk Analyst 2nd Shift - send update resume soon at [email protected]





Essential Duties and Responsibilities:

• Responds to customer requests for information, assists in problem resolution and ensures customer satisfaction by providing quick resolution or escalation to their request.

• Resolves issues surrounding computer hardware, software, network and telecommunication systems while demonstrating technical knowledge and expertise in customer service.

• Maintains any necessary follow-up and routine contact with customers concerning operational and production problems.

• Answers emails, enters memos, filing, processes reports, maintain the Service Desk documentation and associated web areas as needed.

• Uses discretion and maintains confidentiality when handling sensitive material.

• Maintains a clean, safe, hazard-free work environment within area of responsibility.

• Participates as a panel member on Company's Board of Review as needed.

• Performs all other related and compatible duties as assigned.



Hours:

• 2nd shift: Wednesday, Thursday, Friday, Saturday 4pm-2am

• Off: Sunday, Monday, Tuesday

• Training: 2 weeks M-F 9-5pm



Qualifications:

• Proven ability to communicate professionally in a corporate environment

• Must possess clear, pleasant speaking voice, good hearing and be proficient with the use of grammar to ensure effective telephone communications

• Detail oriented with excellent written and oral communication skills and ability to organize work in an efficient manner

• Must track calls by entering information and solutions into ticketing software and follow through on resolutions with the customer

• Individual must be able to multi-task in a fast-paced environment and simultaneously work on multiple projects/tasks under time pressures

• Must have a high degree of patience and problem management techniques to solve problems and deal effectively with customers, vendors, peers and management

• Thorough knowledge of Active Directory

• Knowledge of Windows OS and all Microsoft Office applications

• Must be able to handle multiple technical skill sets including desktop, distributed systems, network associated business applications, interfaces, hardware, software, security and system failures.



Education and Experience:

• High school diploma required, BS/BA degree preferred.

• Minimum of one (1) year Information Technology Help Desk high volume experience or professional high volume IT operational and customer support experience.

• Service Desk/Help Desk Certification a plus.



Certificates, Licenses, and Registrations:

• Certified Help Desk Analyst a plus, not required.

• Must have a valid driver’s license & reliable car.
 
Posted on 01-10-17 4:47 PM     [Snapshot: 77]     Reply [Subscribe]
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Can we work from Nepal on this ? Remote from abroad ? I am looking for job like that.
 


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