IT Call Center Help Desk Analyst Level II

  • Company:
  • Location:
  • Salary:
    negotiable / monthly
  • Job type:
  • Posted:
    4 weeks ago
  • Category:
    IT & Software

A Help Desk Analyst level II at CompuCom provides first point of contact for the end users for all technical issues and service requests He or she is responsible for providing troubleshooting and technical support via phone, web based tools and email.He or she provides voice based and remote technical support to end users for all standard desktop issuesResponds to queries, run diagnostic programs, isolates problem, determines and implements solutions.Key Responsibilities: IT Service Desk – provides first level technical support through phone, email and chat support (if applicable)Diagnoses and troubleshoots end user desktop application issues and provides appropriate solutionResolves Level 1 issues. Elevates complex and/or high priority problems to the appropriate support groups for resolutionResponds to, and resolves technical end user service and support incidents and requests. Follow-up with end users to provide status updates as per service level guidelinesPerforms account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).Communicates with customers at all levels of technical and non-technical skills setsFollow all standard operating procedures (SOP) through the effective use of Knowledge management Work collaboratively with people across the organizationSupport for PCs, laptops, printers, cell phones, and tablets etc. Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)Install, modify, and repair computer software Qualifications: Ability to talk and type accurately at least 30 wpmSound understanding of customer support, operations, and processesAble to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customersWorking knowledge of Windows operating systems, networks, databases and network security concepts and tools is requiredWorking knowledge of the Microsoft Office application suite including MS OutlookExperience with multi-platform Windows O/S required Active Directory, and Exchange preferred Solid analytical/cognitive skills to troubleshoot complex and technical problems Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and qualityDemonstrated capability to achieve results under pressure in a fast paced client driven environment Strong desire and enthusiasm to serve customersBasic knowledge of ITIL Basic understanding of Service Desk metrics/SLA’sBasic knowledge of Mobile device supportAbility to work in a 24/7environmentAdditional Information:Minimum of 18 months+ experience working in a IT Service Desk/inbound Call Center environment Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents requiredAssociate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferredCertification in relevant IT products/technologies required (Examples, CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP))