Job Description :
Location: Phoenix AZ
Duration: 1 years
Roll: - Help Desk Analyst 55922
Rate: $21/hr on W2
Local to AZ candidates pl apply.
JOB DUTIES:
- Receives calls, emails, and web inquiries for end users and other external Help Desks
- Tracks and logs inquiries into a ticket management database; classifies tickets according to severity classifications
- Ensures customer contact and information is accurate on tickets
- Troubleshoots and provides solutions to frequently asked questions/requests
- Routes inquiries to appropriate teams for triage or resolution
- Monitors internal help desk ticket system
- Performs other duties appropriate to the assignment
KNOWLEDGE, SKILLS AND ABILITIES (KSAs):
Knowledge of:
- General vendor technologies
- Customer service principles
- Personal computers and common computer software applications
- General functional characteristics and capabilities of operating systems for Windows
- Basic wireless networking functionality and capability
- Basic desktop and laptop support and troubleshooting
Skill in:
- Verbal and written communication
- Establishing and maintaining interpersonal relationships
- Time management and organization
- Prioritization
- Taking a customer-centric approach to troubleshooting
Ability to:
- Synthesize feedback and adjust accordingly
- Take initiative to research or seek customer feedback to improve service
- Meet strict deadlines
- Continuously participate in process improvement practices
PREFERRED QUALIFICATION(S):
- Associate’s degree
- Three to five (3-5) years experience at a help desk in tier 1 or tier 2 support