Help Desk Analyst
Metasys Technologies - birmingham, AL
Apply NowJob Description
Role: Associate I Help Desk Location: Birmingham, Alabama 35242 Duration: 12+ Months Shift timings: 8 am - 5 pm (Mon - Fri) ESSENTIAL FUNCTIONS:- Provide first-level remote IT services or assist in the delivery of higher level services to our customers - Properly enter all calls into the helpdesk system - Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed- Service Level Agreement parameters - Ability to use remote desktop applications in order to troubleshoot end user PC related problems - Ability to resolve standard documented problems with minimal assistance - Take ownership for customer problem resolution - Possesses working knowledge of customer support business and technology processes: - Call handling processes, Customer shrink wrap software applications, operating system environment, asset tracking, etc. - Identify customer-training issues on standard and non-standard products - Able to contribute to technical discussions with other team members and contributes to the decision making process SKILLS: - Able to demonstrate good customer service skills - Able to demonstrate proficiency with Helpdesk tools , Microsoft operating systems, MS Office applications and anti-virus software, communications technology devices - Able to demonstrate basic hardware and software trouble shooting skills - Able to demonstrate good problem solving & critical thinking skills - Able to demonstrate ability to work with minimum supervision - Able to demonstrate knowledge of all necessary web based tools as it applies to the position (i.e. ProActa, Help desk call tracking applications , etc.) - Able to demonstrate willingness to work as a team player - Able to demonstrate good organizational skills and ability to attend to details - Ability to travel as required EXPERIENCE: 0-5 years in a technical customer environment Call Center experience preferred EDUCATION: - Minimum: High School Diploma or equivalent. No less than one entry level certification (A+, N+, or OEM vendor certification)
Created: 2024-10-07