Helpdesk Technician
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Helpdesk Technician
Ref No.: 17-06139
Location: canton, Massachusetts
Position Type:Contract
Start Date: 11/16/2015
My client is in need of a Helpdesk Analyst.

Location: Canton, MA
Duration: 1 year contract
Start: ASAP
Pay: open


SUMMARY
Act as the front line contact with the user community. Responsible for responding to incidents by gathering all necessary information to resolve the user’s incident during the initial contact or forward the incident to the correct CTS queue for attention.  Reporting directly to the Service Desk Team Leader.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
  • Provide customer focus by ensuring that support services are delivered to meet customer business needs and expectations.
  • Adhere to and promote Service Desk policies and procedures. Identify process improvement opportunities on the Service Desk Support. Seek to continually improve the services provided within the Service Desk.
  • Work with users to collect information pertaining to requests/problems. Log call tickets accurately and completely using Service Manager (the Service Desk call logging system). Perform analysis of call tickets to determine category and priority.
  • Resolve tickets as capable and where resolution is not possible assign call to the appropriate team, while actively retaining ownership of the call on behalf of the customer.
  • Establish strong working relationships and understanding between the Service Desk, other support teams.
  • Notify users as requested by the resolving area and close call tickets when resolution is confirmed with customer group.
  • Develop and maintain knowledge of Support procedures, business area processes, and desktop applications and tools.
  • Develops and maintains an understanding of customer Service Level Agreements. Seeks opportunities to improve knowledge, skills and performance and is receptive to developmental feedback.
  • Be committed to the provision of excellent Customer Service.
  • Able to remain cool and controlled in a crisis and when under pressure.
  • Excellent communication skills, particularly telephone skills, and the ability to deal with difficult customers.
  • Able to use own initiative to improve the quality of the service provided and the working environment for the team.
  • Able to assess and document the information given accurately and completely, interpreting user /IT terminology as required.
  • Assist other Infrastructure teams on projects and initiatives as needed.
 
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Excellent team skills.
  • A flexible approach to an ever-changing environment.
  • Professional and courteous approach.
  • Excellent communication skills including a good telephone manner.
  • The ability to prioritize large volumes of work whilst maintaining a high quality service and working to strict deadlines.
  • Excellent PC troubleshooting skills in a windows environment.
  • The ability to use problem solving skills to resolve enquiries professionally and accurately.
  • Minimum 3 years experience in a Service Desk environment
  • Must be available to work 1st or 2nd shift