Tier 2 Helpdesk

Skills:
Help desk support, Help desk, Windows, Troubleshooting, Customer service, Mobile
Top Skills Details:
Help desk support,Help desk,Windows,Troubleshooting,Customer service
Description:
TECHNICAL SKILLS
Must Have
Minimum 3-5 years' experience in customer service role Strong analytical and problem-solving skills Excellent professional verbal communication and active listening skills Ability to quickly resolve complex customer problems using various resources including computer screens and other reference material Experience with Microsoft Office applications and the Internet
Nice To Have
Mobile Device Support (android \ iOS) experience, Networking certifications, Familiarity with Intune\ Microsoft Authenticator, Familiarity with Bomgar Remote application. Experience in the Telecom industry preferred. IP Telephony experience desired.
JOB DESCRIPTION
The Service Desk Analyst position always provides outstanding customer service. Our Analyst plays a strong role in helping the Service Desk achieve business goals. Analyst role involves interacting with colleagues and mainly in customer service inquiries, trouble-shooting, and other solutions-based tasks. They're technical specialist and may also be responsible for participating in root cause analysis. The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance where required.
This high-volume service position will allow the technician to engage customer service skills by delivering prompt and accurate answers to our colleagues and the support team. The daily tasks could also include:
Provide outstanding service to, and builds relationships with, customers every day
Provide support for colleague's requests, including answering questions, providing advice, and troubleshooting.
Specifically: participate in working with Engineering, colleagues, and other internal and external groups to understand Service Desk requirements and needs
Maintain up to date knowledge on products, services, technology, and procedures.
Compile documentation necessary for effectively fulfilling customer needs
Document all notes required in the appropriate systems so that staff can be educated and prepared in being successful
Respond to email messages for customers seeking help
Follow up with customers to ensure issue has been resolved
Drive initiatives that improve the service desk
Partner with internal support groups in providing the best service to our colleagues

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.