Location: Software Business Solutions Consulting – Bentonville, AR
Job type: Contract
Overview:
Working under minimal supervision, help desk analysts receives tickets and inquiries, provides support in accordance with established processes and document incidents and remedies. They also escalate complex incidents to next-level support personnel.
Daily tasks:
- Troubleshoot, diagnose, and resolve problems related to computer software and operating systems
- Research various issues and come up with a solution for each
- Document resolutions and conversations to create logs and wiki pages that can be referenced by other technicians for troubleshooting and training purposes
- Track, route, and redirect tickets to correct resources
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see tickets through to resolution
- Utilize excellent customer service skills and exceed customers’ expectations
- Recommend procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products and services
Requirements:
- Must have excellent communication skills and be able to translate technical knowledge into measurable results
- Proven working experience in providing help desk support
- Proficiency in English
- Working knowledge of incident ticketing software, operating systems, and remote control software *Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills *Customer service oriented
- BS degree in Information Technology, Computer Science or equivalent / AA in Information Technology, Computer Science or equivalent and two years’ experience in Information Technology related fields / or four years’ experience in Information Technology related fields
