Help Desk Analyst I

Job description

Job description

Job Description:

Competent to work under supervision on simpler technical support issues. Limited systems analysis responsibility. Assists in interpretation, evaluation and resolution of issues pertaining to the functional operation of application hardware and software products. Limited knowledge of business or function for which technical support is needed. Responsible for resolving routine, basic technical problems and inquiries. Entry level.

Responsible for the level one technology support in a global support services call center environment.  The role includes troubleshooting hardware, software and mobile device issues utilizing multiple technologies and resources. This individual is responsible for providing first level diagnosis and troubleshooting to support the functionality of internal employees.  The analyst is responsible for efficient technology solutions while providing an exceptional customer service experience.  

Required Skills:

1-3 years of technology/customer service experience required.  Client-facing level one technology support role for a global user-base.  Role involves basic troubleshooting of Microsoft applications and proprietary system.  Desired experience in Microsoft Office application suite -- how to, in addition to troubleshooting.  Candidates should have excellent customer service skills.  In-house training will be conducted as needed.  Technologies may include, but not limited to:  Windows 7/XP, Mac OS X, Microsoft Office, Cisco/VOIP telephony, Blackberry, Android, iOS (iPad/iPhone), and ticketing systems.

Desired Skills:  Experience in a technology call center environment.  Ability to utilize multiple resources to determine causes and resolutions of technology problems and incidents.  Experience with technology ticketing systems.  Ability to consistently meet or exceed performance targets and goals correlated with call handling and customer service

Desired profile

Required Skills:

1-3 years of technology/customer service experience required.  Client-facing level one technology support role for a global user-base.  Role involves basic troubleshooting of Microsoft applications and proprietary system.  Desired experience in Microsoft Office application suite -- how to, in addition to troubleshooting.  Candidates should have excellent customer service skills.  In-house training will be conducted as needed.  Technologies may include, but not limited to:  Windows 7/XP, Mac OS X, Microsoft Office, Cisco/VOIP telephony, Blackberry, Android, iOS (iPad/iPhone), and ticketing systems.

Desired Skills:  Experience in a technology call center environment.  Ability to utilize multiple resources to determine causes and resolutions of technology problems and incidents.  Experience with technology ticketing systems.  Ability to consistently meet or exceed performance targets and goals correlated with call handling and customer service