Previous Job
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
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
Empowering Technologies Services
Remote Services | IT Services | BPO |
IT Consulting | Staffing Solutions |
The views and opinions included in this email belong to their author and do not necessarily mirror the views and opinions of the company. Our employees are obliged not to make any defamatory clauses, infringe, or authorize infringement of any legal right. Therefore, the company will not take any liability for such statements included in emails. This message is sent in compliance with the new email bill section 301. Under Bill S.1618 TITLE III passed by the 105th US Congress, this message cannot be considered SPAM as long as we include the way to be removed, Paragraph (a)(c) of S.1618, further transmissions to you by the sender of this email may be stopped at no cost to you by sending a response of "REMOVE” in the subject line of the email, we really will remove you with immediate effect.