Help Desk Level 1
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Help Desk Level 1
Ref No.: 17-06477
Location: Canton, Massachusetts
Position Type:Contract
Start Date: 07/12/2017
My client is in need of a Helpdesk Analyst.

Location: Canton, MA
Duration: 1 year contract
Start: ASAP
Pay: DOE
Hours - 2ND Shift - 11:30-8PM
  • 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 HEAT & Client Service Desk, 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 on HEAT & Client Service Desk 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