Help Desk Analyst

Title: Help Desk Analyst

Pay Rate: $23.86/hr

Location: Tampa, Florida (Hybrid)

Contract to Hire: Long-term (extension or converted based on performance)

Job Description:

• As a member of the Specialty Service Desk, the Help Desk Analyst is responsible for providing technical or application support to client’s 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 or troubleshooting skills and an ability to provide a high percentage of First Level Resolution.

Candidates get to do every day:

• Accept incoming calls, redirect calls or 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’s ticket system (ServiceNow).
• Escalate more complex problems or unresolved issues to next level of support.

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
• Basic understanding of ITIL Methodology (not a requirement)

Note:

• Only candidates who are compliant with the vaccine mandate policy should be submitted into Beeline for consideration and placement with client.
• The candidates must be local in Tampa and willing to work onsite.
• Please do not submit candidates looking to relocate or outside the Tampa Bay area.
• Minimum of 2 years Help Desk experience
• Experience with call centre telephony and ticket system software (Remedy, ServiceNow, Salesforce)
• Experience supporting applications running on Windows operating system
• Flexibility for working hours (Any shift between 7.00 am thru 7.00 PM Monday to Friday)
• Must be able to work remotely at least 50% of the time as well as onsite in Tampa