Helpdesk Analyst

Come join our team. Our client is looking for a Helpdesk Analyst for a 36-month contract in Atlanta, GA 30328.

Our client is a global, values-driven corporation that leads the communications, automotive, and media industries. Apply today to be on a team that disrupts industries and builds a better future for the next generation.

Contract Duration: 36 Months
Required Skills & Experience

• 2 + years of Client Support experience with the use of support tools: phone, email, incident management (Remedy preferred), and remote support.
• 2 + years providing level one support of Microsoft (MS) XP operating system (MS Vista and Mac OS X), MS Office Suite 2003 & 2007 including Outlook, IE 6 & 7 (Safari and Firefox), Email messaging (Exchange and Lotus Notes), Active Directory, networking, hardware (laptops, desktops, peripherals, and Blackberry devices) and mainframe account administration.
• Strong dedication to customer service, excellent problem-solving skills, and inherent decision-making ability.
• Good initiative and assertiveness. Good task management skills and the ability to organize work in an efficient manner in addition to the ability to work well under stress and time pressures.
• Strong verbal and written interpersonal and communication skills. Superior telephone etiquette and an ability to deal effectively with customers, vendors, peers, and management.

What You Will Be Doing Daily Responsibilities

• Ensures customer satisfaction by responding to client calls and emails in a timely manner.
• Logs all customer inquiries and issues in Incident Management and tracks them until resolution and incident closure.
• Ensures timely and accurate escalation of customer issues by documenting the impact on the customer and by assigning an appropriate priority and resolution target.
• Conducts 1st-level problem determination using documented procedures and available tools.
• Records issue symptoms and status information in a timely fashion in an effort to communicate with and properly utilize other CIS resources.
• Ensures incident resolution by maintaining an Action Plan for issue resolution, initiating and tracking incident assignments to technical resources, vendors, and so forth, and by keeping the customer updated on the status of incident resolution.
• Initiates escalation as appropriate to ensure management awareness of issues that are severe in nature or that exceed documented targets.
• Builds team spirit by assisting and coaching other staff members.

Applicants must be currently authorized to work in the US on a full-time basis now and in the future.