| Helpdesk Analyst Dallas TX(Hybrid) at Dallas, Texas, USA |
| Email: [email protected] |
| From: Anu Bandi, w3global Inc [email protected] Reply to: [email protected] HI Role: Helpdesk Analyst Location: 4111 N Ravenswood IL/ Dallas TX 12 Months Responsibilities: Create and promote a customer-focused attitude within the Helpdesk that projects a helpful and supportive attitude to all users Respond to a high volume of tickets, calls and ensuring customer satisfaction with timely resolutions. Support on Diverse channels Phone, Mail and potentially Skype Train, coach and mentor Support Helpdesk agents. Serve as subject matter expert, possessing in-depth knowledge of Help Desk support, Document all end user interactions to the recommended ticketing system and Work with other IT functional areas to resolve issues, when appropriate Prepare and Update support documentations such as DoU, Runbooks, wiki, Confluence Analyzing and interpreting inquiries: providing information, advice or instructions and assisting in problem resolution, and Escalate Calls as per the need and urgency. Develop methodologies for improved first contact resolution. Analyze performance of support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Excellent verbal and written communication skills to interact with customer and other IT Teams. Essential understanding on the websites, Servers, environment and customer architecture. Flexible to rotational shifts. Basic Qualifications: 8+ years of IT experience in a technology support role 7+ years hands on involvement in Help Desk/Support for a multi-location environment Bachelors Degree preferred . Keywords: information technology Illinois Texas |
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| Wed Aug 16 21:11:00 UTC 2023 |