Prequel Solutions
Job Description:
Job Description:
Position: Help Desk / Call Center Analyst
Overview: The Help Desk / Call Center Analyst provides call centerbased technical support by answering calls and emails, assisting users with logins, password resets, and application navigation, and escalating tickets to Tier 2 support when necessary. This role does not involve wiring, hardware setup, remote access, or equipment handling.
Role Description: Receive telephone calls and emails from users experiencing issues or seeking guidance on using business applications. Identify whether the problem is hardware-related (e.g., modem, printer, cables, telephone) or application-related, and log details in the tracking system. Escalate issues according to defined procedures. Assist users through step-by-step problem-solving processes. Research issues using technical databases, reference materials, and collaboration with colleagues to identify solutions. Make appropriate use of diagnostic aids and reference publications to resolve problems. Assist in the coordination of changes, upgrades, and new product implementations to ensure system compatibility and performance. Provide accurate and complete answers to general use and administrative environment questions in a timely manner. Communicate accurate and useful status updates to stakeholders. Track and report time spent on all work activities. Follow established quality standards and best practices. Collaborate effectively in a team environment. Complete assigned tasks on schedule. Required Skills:
Strong verbal and written communication skills. Ability to follow troubleshooting procedures and escalate issues appropriately. Basic understanding of computer hardware and business applications.
Required Skills: •Navigation •BASIC •Cables •Collaboration •Publications •Computer Hardware •Communication Skills •Technical Support •Databases •Troubleshooting •Materials •Research •Business •Communication
Job Description:
Position: Help Desk / Call Center Analyst
Overview: The Help Desk / Call Center Analyst provides call centerbased technical support by answering calls and emails, assisting users with logins, password resets, and application navigation, and escalating tickets to Tier 2 support when necessary. This role does not involve wiring, hardware setup, remote access, or equipment handling.
Role Description: Receive telephone calls and emails from users experiencing issues or seeking guidance on using business applications. Identify whether the problem is hardware-related (e.g., modem, printer, cables, telephone) or application-related, and log details in the tracking system. Escalate issues according to defined procedures. Assist users through step-by-step problem-solving processes. Research issues using technical databases, reference materials, and collaboration with colleagues to identify solutions. Make appropriate use of diagnostic aids and reference publications to resolve problems. Assist in the coordination of changes, upgrades, and new product implementations to ensure system compatibility and performance. Provide accurate and complete answers to general use and administrative environment questions in a timely manner. Communicate accurate and useful status updates to stakeholders. Track and report time spent on all work activities. Follow established quality standards and best practices. Collaborate effectively in a team environment. Complete assigned tasks on schedule. Required Skills:
Strong verbal and written communication skills. Ability to follow troubleshooting procedures and escalate issues appropriately. Basic understanding of computer hardware and business applications.
Required Skills: •Navigation •BASIC •Cables •Collaboration •Publications •Computer Hardware •Communication Skills •Technical Support •Databases •Troubleshooting •Materials •Research •Business •Communication