American Business Solutions
Engagement Type
Contract
Short Description
Help Desk Analyst - 1+ year of field experience. 2-year associates degree or equivalent technical study.
Complete Description
The Help Desk Analyst performs the skills listed below-
• Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Investigates and resolves computer software and hardware problems of users.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Talks with technical and non-technical co-workers to research problem and find solution.
• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
• Follow quality standards and displays strong customer service skills.
• Able to work in a team environment.
• Complete assigned tasks.
• Excellent communication skills; both written and spoken.
• Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory
• Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
• Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.
Required Skills:
• Experience with call tracking and ticketing software
• Attentive to details and ability to be resourceful (using supplied documentation)
• Ability to support users with limited knowledge of computers, software, hardware, and systems
• Above average communication skills and telephone manner.
• Excellent organizational skills
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
• Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• 1+ years previous IT Service Desk and/or Call Center experience required.
***Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks' notice beforehand.***
Required/Desired Skills
Skill Required/Desired Amount of Experience 1+ years' previous IT Service Desk and/or Call Center experience required Required 1 Years Experience with call tracking and ticketing software Required 1 Years Attentive to details and ability to be resourceful (using supplied documentation) Required 1 Years Ability to support users with limited knowledge of computers, software, hardware and systems Required 1 Years Above average communication skills and telephone manner. Required 1 Years Basic User & Security Group Active Directory administration Required 1 Years Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 Required 1 Years Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) Required 1 Years Excellent organizational skills Required 0 You will be a self-motivated achiever who gains satisfaction from providing excellent customer service Required 0
Skills:
IT Service Desk and/or Call Center,knowledge of computers, software, hardware and systems
Contract
Short Description
Help Desk Analyst - 1+ year of field experience. 2-year associates degree or equivalent technical study.
Complete Description
The Help Desk Analyst performs the skills listed below-
• Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Investigates and resolves computer software and hardware problems of users.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Talks with technical and non-technical co-workers to research problem and find solution.
• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution.
• Follow quality standards and displays strong customer service skills.
• Able to work in a team environment.
• Complete assigned tasks.
• Excellent communication skills; both written and spoken.
• Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory
• Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
• Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.
Required Skills:
• Experience with call tracking and ticketing software
• Attentive to details and ability to be resourceful (using supplied documentation)
• Ability to support users with limited knowledge of computers, software, hardware, and systems
• Above average communication skills and telephone manner.
• Excellent organizational skills
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365
• Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation)
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• 1+ years previous IT Service Desk and/or Call Center experience required.
***Saturday work from 8 AM - 12 PM is scheduled for once a quarter and management will give at least two weeks' notice beforehand.***
Required/Desired Skills
Skill Required/Desired Amount of Experience 1+ years' previous IT Service Desk and/or Call Center experience required Required 1 Years Experience with call tracking and ticketing software Required 1 Years Attentive to details and ability to be resourceful (using supplied documentation) Required 1 Years Ability to support users with limited knowledge of computers, software, hardware and systems Required 1 Years Above average communication skills and telephone manner. Required 1 Years Basic User & Security Group Active Directory administration Required 1 Years Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 Required 1 Years Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) Required 1 Years Excellent organizational skills Required 0 You will be a self-motivated achiever who gains satisfaction from providing excellent customer service Required 0
Skills:
IT Service Desk and/or Call Center,knowledge of computers, software, hardware and systems