A large international organization located in midtown Manhattan is looking for a candidate to join their team for an ongoing contract as a Helpdesk Support Analyst.
Duties and Responsibilities:
. Providing hands-on support to users across several locations
. Contributing to Knowledge sharing by providing training to other members of staff and updating the Knowledge Base
. Prioritizing, analyzing and resolving incidents and problems according to established Standard Operating Procedures
. Assist in the logging of service calls and emails, monitoring the Call Centre mailbox and ticketing system and logging service requests as requested
. Taking ownership of tickets assigned to the technician group in line with agreed OLAs and SLAs
. Escalating to internal support teams.
. Facilitating on-the-spot resolutions by providing quick over-the-phone responses to routine queries and incidents in an efficient and friendly manner
. Re-routing calls to internal and external support groups if these cannot be resolved at Level1 and/or Level 2 based on established procedures
. Managing the escalation and resolution of calls by accurately recording the necessary information to ensure effective resolution
. Performing additional duties as required
Education and Skills
. Graduation from secondary school supplemented by specialized training in IT, preferably with diploma.
. Good technical knowledge of MS Outlook, Lotus Notes and BlackBerry support, Windows and Microsoft Office.
. Excellent telephone manners and good interpersonal skills
. Excellent team worker and ability to work under pressure.
. Ability to accurately analyze and assess problems.
. ITIL qualification at foundation level is highly desirable
Experience
. At least 3 years experience working with application and technical support in a Call Centre environment.
. At least 3 years experience using Microsoft Office Suite and Lotus Notes. Knowledge of blackberry support is highly desirable.
Languages
. Excellent knowledge of English is required
Bilingual skills desireable!
Experience: Please forward an attached MS Word version of your resume, along with hourly pay requirements to
Apply to this job
Friday, December 25, 2009