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Help Desk Analyst II
Ref No.: 18-06654
Location: Waltham, Massachusetts
Description:
Contract to Hire Position
Manager notes:
-Looking for an engaged help desk engineer
-Contractor will be assisting field workers with the new technical, so patience and clear communication is necessary
-Previous experience with JIRA or Service Now ticketing systems is preferred
-Strong possibility of extension and/or permanent opportunity


Role Description:
We are seeking a detail-oriented, thorough, and organized help desk analyst to join our growing team rolling out the next generation of field worker processes and tools for our internal field workforce as a member of the US Gas Business Enablement support team. In this position, you will be responsible for providing technical assistance and how-to support to our internal field workforce with computer systems, hardware, software, or process issues. You will also respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions while routing complex issues to co-resident resolution teams.


Responsibilities:
• An excellent Help desk technician must have good technical and process 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.
• Serve as the first point of contact (first level) for customers seeking technical and how-to 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
• Triage and direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products and both IT and business services specific to the Gas Business Enablement solution set
• Record events and problems and their resolution using modern problem and incident management tooling
• Identify and suggest possible improvements on procedures
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers' expectations
• Ensure proper recording, documentation and closure
• Preserve and grow your knowledge of help desk procedures, products and services
• Maintain and enhance internal procedure documentation
• Recognize and escalate significant and recurring issues to the next tier
• Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customer to ease in troubleshooting

Context:
• Primary responsibility to support Client employee field workers in the US (MA, RI, NY) with the Gas Business Enablement solution set. Ramping up from 50 to 3,500 field users
• Secondary responsibility to provide ongoing support to the 400 program team members (combination of consultants, contractors and employees) that work out of the same office – support the development and productivity tool set

Requirements:
• Proven experience as a help desk technician or other customer facing support role
• Tech savvy with working knowledge of office automation products, databases, mobile devices and incident management systems (Jira Service Desk and Service Now both a plus)
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• BSc/BA in IT, Computer Science or relevant field preferred
• Keen attention to detail, memory of patterns, and interest in problem-solving