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Help Desk Analyst

Posted 21 days ago

  • Expiry Date: 27 May 2022

Job Description:

  • As a member of the Specialty Service Desk, the Help Desk Analyst is responsible for providing technical/application support to client employees in the Field and Scientific divisions via phone, ticket or chat inquiries.

  • Expectations include an ability to build rapport and develop relationships with end users, strong problem resolution/troubleshooting skills and an ability to provide a high percentage of First Level Resolution.

What you get to do every day:

  • Accept incoming calls, redirect calls/tickets, if necessary, to appropriate support groups for resolution while identifying and setting end user expectations for follow-up during the initial interaction.

  • Handle incoming chats within department SLA.

  • Provide follow-up and status update inquiries to end users on your daily open ticket queue guideline.

  • Utilize Knowledgebase to address end user inquiries and create Knowledgebase draft articles to address knowledge gaps.

  • Create tickets and document all activities in client ticket system (ServiceNow).

  • Escalate more complex problems or unresolved issues to next level of support.

NOTE:

  • Responsibilities of this role are not limited to the details above.

Qualifications:

  • Minimum of 2 years Help Desk experience.

  • Excellent Customer Service skills.

  • Experience with call center telephony and ticket system software (Remedy, ServiceNow, Salesforce).

  • Experience supporting applications running on Windows operating system.

  • Experience supporting web based applications.

  • Strong analytical skills and demonstrated ability to troubleshoot.

  • Flexibility for working hours (Any shift between 7am thru 7PM Monday - Friday).

  • Must be able to work remotely at least 50% of the time.

  • Basic understanding of ITIL Methodology (not a requirement).

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities.

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.