Help Desk Analysts

Employer
Company Confidential
Location
Wallingford
Salary
Competitive
Posted
Jun 13, 2018
Closes
Jul 11, 2018
Role
IT
Industry
Computer
Employer Type
Direct Employer
Employment Type
Permanent
Hours
Full Time
Job Description

The Help Desk Analysts I is responsible for assisting our client's client base by providing technical support on the solution over the phones and by email. This position requires managing a variety of assignments throughout the life-cycle of a client's engagement with the company including: assisting on implementations, go-lives, post go-live, and after-hours technical support. Must be able to diagnose and communicate to clients about requirements and for successful issue resolution.

RESPONSIBILITIES:

  • Manage client questions and concerns through a ticketing system from creation to completion.
  • Follow established policies and procedures to assist clients most effectively.
  • Provide clear and concise communications, both verbally and written, to clients.
  • Effectively diagnose and troubleshoot cases by searching for solutions and providing education as well as issue resolution.
  • Set realistic expectations with clients on timeline and budget for issue resolution.
  • Identify possible issues with systems and present opportunities for solutions to be improved or for services for billable work.
  • Assist in the creation of Knowledge Base Articles (KBAs) for Support team.
  • Maintain detailed records on client work including communication transactions, problems, remedial actions taken, and issue resolution.
  • Read technical manuals, advise with users, and conduct computer diagnostics to investigate and resolve issues
  • Provide technical assistance and support to a group of remotely based clients.

Required Skills

  • Knowledge of computers and electronics in order to understand how to diagnose and assess software solutions
  • Knowledge of customer service in order to best serve clients with a primary objective of ensuring high client satisfaction
  • Strong listening and customer service abilities
  • Strong time management skills and able to multi-task between projects
  • Strong presentation and communication skills
  • Ability to identify issues or errors

More searches like this