Job Title : Helpdesk Support / Technical Support Duration : 6 months + Contract to Hire Location : Minneapolis (Eagan) MN     Job Description: Job Summary: The Global Service Desk Analyst is a part of a professional team of people providing a single point of contact for the efficient resolution of end-user technical problems and requests. The Global Service Desk supports Thomson Reuters Markets and Editorial division employees across multiple business units 24x7. As a member of this team, the Analyst will manage multiple priorities, generate innovative solutions to problems and develop skills required to support the efforts of the business units. Essential Responsibilities: - Provide comprehensive first-tier phone support for the efficient resolution of technology problems and requests for Thomson Reuters end-users. - Provide complex and unique technical troubleshooting assistance to employees across global business units. - Accurately assesses and records problems in the problem management tool. - Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction. - Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements. - Identify potential system problems and escalate to department contact for resolution. - Work with customers in establishing the appropriate expectation and response time - Further develop technical aptitude and customer service knowledge, skills, and abilities. - Take ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions. Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication. - Displays a solid knowledge of major desktop software applications and networking concepts - Works independently on complex tasks with some technical and management guidance - Able to speak at an appropriate technical and business level for the audience - May participate in some projects and virtual teams - Handles multiple and competing projects - Delivers on tasks and objectives on time - Produces quality work and results - Perform related tasks as needed or assigned.Required Skills: - Communication skills: Strong communication skills; both verbal and written. - Listening skills: High degree of comprehension of the issues presented by customers. - Customer service skills: Ability to understand and empathize with customer concerns/issues remaining committed to providing quality results. Positive service attitude. - Decision making skills: Apply discretion resulting in appropriate/desired resolutions. - Troubleshooting skills: Ability to analyze issues and determine root cause and identify appropriate solutions. High degree of problem solving. - Basic Technical skills: Capable of learning, understanding and communicating technical information. - Basic knowledge of Microsoft OS: 2000/XP/Win 7, Microsoft Office Suite, VP N