View Our Website View All Jobs

Helpdesk Analyst I

Title & Id: Helpdesk Analyst I
Duration: 26-Dec-2016 - 02-Dec-2019
Location: Atlanta, GA 30328

Description:

Delivers quality Helpdesk support to company employees by providing them with a single point of contact to report issues or make inquiries. Manages day to day service delivery and works on special projects as assigned. Develops and maintains a good rapport with other CIS support teams. Must be diplomatic, tactful and communicate effectively with technical and non-technical personnel; both verbally and in writing. Should exhibit creativity in research and provide recommendations that will enhance customer support.

Responsibilities:

Ensures customer satisfaction by responding to client calls and emails in a timely manner.  Logs all customer inquiries and issues in Incident Management and tracks them until resolution and incident closure.

Ensures timely and accurate escalation of customer issues by documenting the impact to the customer and by assigning an appropriate priority and resolution target.

Conducts 1st level problem determination using documented procedures and available tools.  Records issue symptoms and status information in a timely fashion in an effort to communicate with and properly utilize other CIS resources.

Ensures incident resolution by maintaining an Action Plan for issue resolution, by initiating and tracking incident assignments to technical resources, vendors, and so forth, and by keeping the customer updated on the status of incident resolution.

Initiates escalation as appropriate to ensure management awareness of issues that are severe in nature or that are exceeding documented targets.

Builds team spirit by assisting and coaching other staff members.

Requirements:

Qualifications:

2 + years Client Support experience with use of support tools: phone, email, incident management (Remedy preferred), and remote support.

2 + years providing level one support of Microsoft (MS) XP operating system (MS Vista and Mac OS X preferred), MS Office Suite 2003 & 2007 including Outlook, IE 6 & 7 (Safari and Firefox preferred), Email messaging (Exchange and Lotus Notes), Active Directory, networking, hardware (laptops, desktops, peripherals, and Blackberry devices) and mainframe account administration (preferred).

Strong dedication to customer service, excellent problem solving skills, and inherent decision making ability.

Good initiative and assertiveness. Good task management skills and the ability to organize work in an efficient manner in addition to the ability to work well under stress and time pressures.

Strong verbal and written interpersonal and communication skills. Superior telephone etiquette and an ability to deal effectively with customers, vendors, peers and management.

Thanks & Regards

Parul Chhabra

Primus Software Corporation

Direct: 678 -666- 4393 | Fax: 770-234-4163

Email: parul.chhabra@primussoft.com

www.primussoft.com | 3061 Peachtree Industrial Blvd, Suite 110 Duluth, GA - 30097

Let's connect, LinkedIn: https://in.linkedin.com/pub/parul-chhabra/b1/42b/527

Read More

Apply for this position

Required*
Apply with Indeed
Attach resume as .pdf, .doc, or .docx (limit 2MB) or Paste resume

Paste your resume here or Attach resume file

150
To comply with government Equal Employment Opportunity / Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Gender
Race/Ethnicity
Veteran/Disability status