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Help Desk Analyst
Ref No.: 18-19107
Location: Canton, Massachusetts
Position Type:Contract
Experience Level: 8 Years
Start Date / End Date: 03/22/2018 to 09/30/2018
Job Title: Help Desk Analyst
Location: Canton, MA
Duration: 6-12+ Months
 
Must have Skills:
 
Digital Operation experience (Mobile app/ Website support – ecommerce, etc.)
ITIL Experience
Communication
Service Desk experience
Excellent written and verbal communications skills (English)
Handling Escalations from L2
Hardware support & research
Basic project skills
Ability to follow through on projects assigned
Ability to manage critical situations with minimum supervision
Good Analytical & Coordination skills are essential.
Basic Customer service skills
Basic understanding of Computers and Trouble shooting skills required.
Customer service orientation and ability to work in a team
Good interpersonal and communication skills
Excellent Soft skill, Communications skills (verbal and written)
Ability to perform in adverse situations
 
 
 Job Roles / Responsibilities:
 
Working on the tickets aligned
· Provide three level resolutions
· Ticket creation/Categorization / Prioritization
· Ticket escalation to respective Support Group
· Incident resolution and recovery
· Ticket Closure
· Proactive Problem Identification - To improve overall availability of services by proactively identifying Problems. Problem Manager should do Proactive Problem Management to identify and solve Problems and/or provide suitable Workarounds before (further) Incidents recur
· Problem Categorization and Prioritization - Problem Manager should record and prioritize the Problem with appropriate diligence, in order to facilitate a swift and effective resolution.
· Problem Diagnosis and Resolution - Problem Manager should identify the underlying root cause of a Problem and initiate the most appropriate and economical Problem solution. If possible, should supply a temporary Workaround
 
 
Best Regards,
Rohit Kumar
Sr. Account Manager 
IDC Technologies, Inc.
Direct #: 408-459-5601
Email: rohit.kumar1@idctechnologies.com
 
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Empowering Technologies Services
Remote Services | IT Services | BPO |
IT Consulting | Staffing Solutions |
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