12 days old
2017-11-092017-12-07

Help Desk Analyst FT & PT

New Albany, OH 43054
  • Job Code
    583720
  • Payrate
    $15 To $15

Randstad Technologies is actively seeking candidates for a Full-Time & Part-Time Help Desk Analyst position for our client in New Albany, OH.


The shift/hours are as follows:


First Shift (FT) - Mon-Fri 10am to 6:30pm


First or 2nd shift (PT) - M-F - 8am to 12pm or 4 to 8pm;


Candidate needs to be very articulate, sharp and energetic. Must be able to pay attention to detail and the ability to follow processes and procedures. Experience with using a knowledge database to resolve issues will be extremely useful.


Take incoming Desktop Hardware and Software support calls for end users


Majority of calls will be password resets, network and wireless connectivity issues, issues with Outlook, MS Office and proprietary applications.


Call should be kept at 4:00 to 4:30 average talk time


All Approx. 60% of Calls with be resolved at Tier 1 remaining 40% will be escalated per request of client to ensure incoming call answer time is low.


Perform Password Resets on multiple systems and hosts


Supports Enterprise Wireless Operations


Provide first and second level support for remote user laptops


Provide support for company VPN/Remote solution.


Prioritize and escalate issues to other management/staff


Provide international support for overseas operations.


Communicate, and/or Escalate to 2nd Level Support Teams, if need exists


Enter pertinent information and updates of reported incidents in ServiceNow


Reset client passwords according to information security guidelines.


SKILLS REQUIRED:


Minimum 1 year previous inbound customer service/help desk experience


General knowledge of computer products, software and applications


Experience with MS Office Suite/Office 365/Cisco WebEx


Experience with a ticketing software such as Peregrine, or Remedy, HP Service Manager, or ServiceNow


Experience working in a technical help desk


Exceptional customer service/people skills


Strong analytical troubleshooting skills


Excellent written and verbal communication skills


Strong work ethic, excellent attendance and flexibility to work overtime


Team player with a positive, friendly attitude


Sense of urgency for incident resolution


Ability to multi-task in a fast paced environment with minimal direction


Experience communicating with senior/executive level managers


Experience with using a knowledge database for guidance or resolution of issues


Must be able to type at least 25 WPM with 85% accuracy.


Desired:


Technical Certification A+


Experience with MS Outlook


Experience with MS Office Suite


Experience with Cisco Messaging


Experience with VPN solutions


Experience with Wireless networks and troubleshooting


For immediate consideration send resume, hours available to work and pay rate requirements to [email protected]

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Help Desk Analyst FT & PT

Randstad Technologies
New Albany, OH 43054

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Help Desk Analyst FT & PT

Randstad Technologies
New Albany, OH
US

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