Randstad Help Desk Analyst in Boston, Massachusetts
Help Desk Analyst
Wednesday, September 28, 2016
The Help Desk Agent position requires the handling of multiple avenues of contact for assistance throughout the business day; quickly, courteously and efficiently. During each contact for assistance, Agents are required to notate, diagnose and either resolve or escalate the issue to the appropriate support group. This process requires robust troubleshooting and decision making skills to effectively execute. In addition, agents are also tasked with performing other duties, such as password resets and in-depth documentation of solutions and fixes.
ESSENTIAL DUTIES and RESPONSIBILITIES:
Provide consistent high quality customer service to both internal and external customers that meet or exceeds standards.
Answering calls and chats from team members, assisting them with problems, entering problems into the help desk ticketing system, and escalating all critical issues.
Handling password reset requests and responding to email promptly.
Diagnosing, evaluating, and prioritizing requests for assistance from team members experiencing problems with hardware, application software, Windows operating systems, networking, and other computer related issues.
Escalating complex problems pertaining to software, hardware, and LAN/WAN networking to next level of support for problem resolution.
Dispatch field service resources as needed for hardware repairs.
Research, resolve, and follow-up on routine team member problems.
Able to maintain a flexible schedule, including evenings and Saturdays.
Other duties as assigned or requested.
COMPETENCIES and QUALIFICATIONS:
High school diploma required
Ability to multitask
Either working experience in a technical support role or a technical degree
Knowledge in Windows operating systems, MS Office applications, and Microsoft Outlook/Exchange
Extensive troubleshooting knowledge of Internet Explorer
Understanding of LAN/WAN, Windows user environment and printer configurations
Troubleshooting software and hardware issues on desktops, laptops and peripherals.
Strong interpersonal and communication skills
Previous customer service experience a plus
Experience with Remedy help desk ticketing system and other Windows based software a plus
ITIL certification is a plus