As a Help Desk Analyst you will be responsible for the day to day support of PDS Help Desk Clients. By leveraging your customer service skills, technical training and having an understanding of today’s technologies, you will solve a wide variety of challenges in a fast paced environment that is managed using ITIL methodology.
Provides first level support for inbound incidents and Service Requests from end users and client IT staff.
Maintain end to end responsibility for customer’s support needs providing timely, reliable, and courteous service.
Assists with the development and improvement of work instructions, procedures, standards and documentation.
Exceptional attendance is a must
Mentor and assist with training other Help Desk Analysts
Assists other Help Desk Analysts by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group.
Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
Provide feedback of intelligence gained through customer interactions.
Professionally respond to telephone calls, emails, chats and voicemails for customer support
Technical writing experience
Innovative, team-oriented problem solver
Strong commitment to providing quality service
Excellent interpersonal, negotiation and communication (verbal and written) skills
Excellent organizational, time management and follow through skills
Ability to manage multiple competing priorities
Unwavering commitment to providing customers with an exceptionally high quality experience
Develops and maintains knowledge of legacy, existing, and new PC hardware and software technology
Remotely troubleshoot networking, server, and end user desktop incidents
Be an active participant in the incident management and service request processes
Experience working with Google Suite and Google Email