CAT | help desk

If this opportunity is not a good match for your skills or you are not available but know someone who is, please forward this email to them as we pay referral fees for anyone you refer that we place with a client.

Contract Help Desk Analyst Opportunity in Carrollton, TX

Help Desk Analyst, Level I The Helpdesk Analyst 1 is the first point of contact within the company. They assist the end user community by recording, resolving, responding, and escalating customer issues. The Level 1 Analyst also functions as a single point of contact for problems referred by other individuals and departments in providing closure to routine queries.

Responsibilities

ESSENTIAL FUNCTIONS: The individual occupying this position must be able to perform essential job functions set forth below with or without reasonable accommodation. • Primary Duties & Responsibilities: This document in no way states or implies that these are the only duties to be performed by the individual occupying this position. This is a representative list of the general duties, and it is not intended to be all-inclusive. * Answer incoming calls for the end user community * Ability to review and resolve guest Folio Inquiries * Troubleshoot issues by identifying caller and determine problem description * Log all issues in Helpdesk database * Categorize and capture database information * Retrieve and update customer database record in a timely fashion * Utilize problem determination/analysis techniques and available knowledge base to resolve at minimum 85% of calls received * Mentor other Helpdesk Analysts * Ability to accurately interpret and fulfill customer requests to achieve resolution * All other duties as needed or required.

• Job Requirements: * Ability to understand and clearly communicate technical information to non-IT personnel * Ability to follow policies and procedures and understand when to seek guidance form Technical leader * Understand team and organizational support structures * Positively impacts customer satisfaction and business image through personal approach * Maintain current skills consistent with industry/company standards * Ability to multi-task, time-manage, and work in a structured environment * Excellent communication and documentation skills * Demonstrates and exhibits Corporate values by supporting a team environment * Flexibility in scheduling 24/7 365 days a year

Qualifications

MINIMUM QUALIFICATIONS AND SKILLS:

• High school diploma or equivalent required • One to three years experience in Customer Service, IT Helpdesk or Call Center Operations • Demonstrated experience in applying knowledge/skills in a Customer Support environment • Strong analytical aptitude and problem solving skills • General understanding of current network terminology and fundamentals • Basic knowledge of DOS, Point of Sale Software, Property Management Systems, LAN/WAN connectivity • Working knowledge of Microsoft Operating Systems ‘00,NT, XP, including Microsoft Office Suites • General knowledge of troubleshooting computer hardware and peripheral connectivity • General knowledge of other software programs

If you have this experience, feel you are a fit for this position, and are interested, please answer the questions below:

1) Could you please email an updated Word copy of your resume to mhanes@provisiontechgroup.com?

2) What is your availability to start?

3) Are you open to a direct-hire position?

4) What is your current salary or pay rate?

5) Are you currently eligible to work for any employer in the US?

6) When is the best time to contact you and what # can you be reached at for this opportunity?

 

If this opportunity is not a good match for your skills or you are not available but know someone who is, please forward this email to them as we pay referral fees for anyone you refer that we place with a client.

Regards,

Mike Hanes
ProVisionTech

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