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Help Desk Analyst
Ref No.: 17-03881
Location: Schaumburg, Illinois
Position Type:Contract to hire
Pay Rate : $ 15.00 - 18.00 /Hour
HELP DESK ANALYST
Seeking a Help Desk Analyst who will be responsible for answering Help Desk calls and tickets in a timely manner and assisting users with various systems issues. The Help Desk Analyst maintains a proficient knowledge of technical programs and is able to assist users with a variety of problems. The Help Desk Analyst may be also asked to assist in special projects coordinated by an internal Team Lead.

Responsibilities:
Provides friendly, courteous, and quality systems support to all users.
Strives to meet or exceed all SLA goals
Respond to incoming telephone calls, voicemail, web-submissions, emails and/or chat for assistance from users experiencing problems
Provide Level 1 technical support
Assist with advanced troubleshooting for special projects as directly by internal Team Lead
Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e. software, hardware and client specific applications)
Document customer requests in call tracking system
Route tickets accurately to second level support when needed
Recommends changes in policies/procedures to the Service Desk Team Lead
Stay current on and adhere to established policies, procedures and documentation

Requirements:
3+ years' experience in a Call Center/Helpdesk position
Bachelor's Degree with a minimum of one IT certification (i.e. HDI, A+, ITIL, MCSE, Network +) or related coursework
Knowledge in Microsoft Office 2013/2016 (i.e. Word, Excel, PowerPoint, Access)

Knowledge in Microsoft Outlook 2013/2016
Knowledge in Blackberry device setup and troubleshooting
Knowledge in Windows 7 and 10 Operating Systems
Knowledge of Citrix and VPN
Knowledge of Active Directory and user account changes
Strong customer service and communication skills
Technical aptitude with strong PC literacy skills
Strong problem solving skills and decision making ability
Effective listening skills
Ability to learn and apply technical information in a fast-paced, demanding work environment
Ability to follow policies and procedures; attention to detail
Ability to handle a large call volume
Flexibility to accommodate Help Desk's hours of operation, open seven days-a-week, including holidays
Strong enthusiasm and desire to learn
Work well in a team environment
Strong written and verbal communication skills
Self-motivation and organization



Third Party Applications Not Accepted