22 days old
2017-12-272018-01-24

Help Desk Analyst

Trenton, NJ 08628
  • Job Code
    593457
  • Payrate
    $26 To $26

Our client has an opportunity for a Help Desk Analyst:


Job Summary:


The successful candidate will be responsible for processing Service Desk requests. The candidate will need strong communication, technical and documentation skills for the oversight of ticket resolution. This is a role which requires strict attention to detail and the ability to multitask. It is highly preferred that this individual currently has and will maintain an understanding of commonly used concepts, practices, and procedures within an IT department.


Job Responsibilities



  • Initial taking of phone calls
  • Recording the customer's Request into ticketing system
  • Assignment of 2 nd level Work Order
  • Creation of Incident ticket when warranted
  • Documenting all corresponding information relative to the Request or Incident
  • Complete and comprehensive documentation
  • Providing status to customer
  • Strict adherence to NJM organizational policy and procedures


Job Requirements



  • General understanding of IT concepts, practices, and principles highly preferred
  • Experience with managing of customer requests
  • Working knowledge of MS Office products
  • Have at least 3+ continuous years' experience answering calls
  • Pleasant phone manners
  • Be versed in Windows 7 and above Operating System
  • Microsoft Office 2010
  • Remote desktop experience
  • Assisting remote users with VPN and CITRIX issues
  • Active Directory knowledge
  • Working knowledge of ticketing software



  • Strict attention to detail
  • Effective verbal, written and interpersonal communication skills
  • Managing Service Requests
  • Grow general knowledge of current corporate specific products, increasing ability to resolve requests on first contact

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

Randstad Technologies
Trenton, NJ 08628

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Help Desk Analyst

Randstad Technologies
Trenton, NJ
US

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