Helpdesk Analyst

Help desk support, Service Now, IT Support, Customer Service, Tech Support
Contract W2
$30 - $35
Work from home not available Travel not required

Job Description

We are currently looking for an experienced Helpdesk Analyst with exceptional technical and customer relation skills. We are looking for a candidate with solid prior experience using SerivceNow, is comfortable in a high call volume environment with excellent communication skills. A minimum of 3 years experience doing IT Support via phone in an enterprise level service desk is required.

Please note that this role is Helpdesk we are not looking for Desktop Support. In order to qualify we are looking for a solid background with at 3 recent years in a 100% Help desk role.

This role is contract with a high probability of going perm/full-time based on performance.

We are paying $30 to $35 an hour on a w2 for the right candidates.

Job Brief:

We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company s reputation and business.

Responsibilities:

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures 

Requirements:

  • 3 years minimum help desk technician
  • Experience with ServiceNow
  • Experience in a large corporate setting
  • Proficiency in English
  • Excellent communication skills
  • Customer-oriented and cool-tempered
  • AS or BSc/BA in IT, Computer Science or relevant years worked required
Dice Id : 10171186
Position Id : 644083
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