Help Desk Analyst HDA2 A4 SC3
Alrek Business Solutions, Inc
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Job Details
Skills
- Promptly answer help desk phone Promptly respond to help desk emails Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource
Summary
Contractors will work 5 days in the office and 5 days out of the office.
They can actually do 8AM 4:30AM or 8:30AM to 5PM whichever of those two shifts they want.
They may come into the office while they are in training though and once they get up to speed, then will be put in the telework mix.
The Help Desk Analyst is doing call center work. They are taking calls and helping people on the computer with logins, resets and assistance getting through applications and escalating tickets to tier two when necessary. There is no wiring, hooking up or unhooking anything, no remote access nothing like that.
The Call Center Analyst analyzes and troubleshoots business application support problems and applies his or her understanding of computer software and hardware products and application services to resolve user problems.
Role Description:
Receives telephone calls and e-mails from users having problems using business application or inquiring how to use specific aspects of the applications.
Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue and logs in tracking system.
Escalates issues in accordance with defined procedures.
Assists users through problem solving steps.
Uses technical databases to research problems, and talks with co-workers to research problem and find solution.
Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
Assists in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
Provides accurate and complete answers to general use and administrative environment questions in a timely manner.
Communicates accurate and useful status updates.
Manages and reports time spent on all work activities.
Follows quality standards.
Able to work in a team environment.
Completes assigned tasks.
Strong communication skills; both written and spoken. Required/Desired Skills
| Skill | Required /Desired | Amount | of Experience |
|---|---|---|---|
| Promptly answer help desk phone | Required | 3 | Years |
| Promptly respond to help desk emails | Required | 3 | Years |
| Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource | Required | 3 | Years |
| Perform agency computer repairs, as needed | Required | 3 | Years |
| Install software/updates on agency computers as needed | Required | 3 | Years |
| Assist senior technical staff as requested with lower level job tasks such as acquiring data and running reports | Required | 3 | Years |
| Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery | Required | 1 | Years |
| Create ServiceNow incidents for all phone and email requests | Required | 1 | Years |
| Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment | Required | 1 | Years |
- Dice Id: 10195096
- Position Id: 2025-11302
- Posted 30+ days ago
Company Info
About Alrek Business Solutions, Inc
ABSLI is an IT consulting and professional services firm based in Schaumburg, IL, USA. We aim to provide our clients end-to-end consulting, technology and outsourcing services across the IT spectrum. We create phenomenal synergy by enabling and improving businesses through custom business solutions through software design, development and implementation.
We understand that teamwork is the major determiner of success. We team up with the client's in-house personnel to realize the spirit of the saying that "Together We Can Achieve More." As the right people are the key to each project's success, we have focused on building teams with people who are trained, experienced and present the right professional attitude.
Our experience tells us that, the globally integrated enterprise is the reality of today. The global businesses' success is greatly dependent on its offer of quality services, readily available and deployable anywhere, with quick response times to meet the market demands. Today, those businesses that are innovative, smart, and connected prosper and those that don't face the risk of getting left behind.
At ABSLI, we have successfully adopted innovative methodologies to achieve robust and cost-effective consulting, technology and outsourcing services. We provide a pragmatic approach for the continuous improvement of businesses that represents the true spirit of our services portfolio.
Our clients that range from large-scale enterprises to SMEs have gained phenomenally from our innovative techniques. ABSLI's adoption of collaborative innovation practices has transformed the way each IT project is designed, developed and delivered to the client.
By providing the right development environment and suite of tools that each client's project demand, we assure competitive position of the client in the market and sustain success for longer timeframes.
Our collaborative innovation techniques in consulting, technology and outsourcing space provide complete turnkey solutions. At ABSLI, we recognize that ongoing and timely adoption of new technologies is necessary for long-term marketplace success.
Our tight development cycles bring the first-mover advantages with greater market share assured. We help our clients to reduce costs, time to market and increase responsiveness to customer needs.
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