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Reference # : 18-01754 Title : Help Desk Analyst
Location : Phoenix, AZ
Position Type : Contract
Experience Level : Start Date / End Date : 11/05/2018 / 11/05/2019  
- Receives calls, emails, and web inquiries for end users and other external Help Desks
- Tracks and logs inquiries into a ticket management database; classifies tickets according to severity classifications
- Ensures customer contact and information is accurate on tickets
- Troubleshoots and provides solutions to frequently asked questions/requests
- Routes inquiries to appropriate teams for triage or resolution
- Monitors internal help desk ticket system
- Performs other duties appropriate to the assignment

Knowledge of:

- General vendor technologies
- Customer service principles
- Personal computers and common computer software applications
- General functional characteristics and capabilities of operating systems for Windows
- Basic wireless networking functionality and capability
- Basic desktop and laptop support and troubleshooting

Skill in:
- Verbal and written communication
- Establishing and maintaining interpersonal relationships
- Time management and organization
- Prioritization
- Taking a customer-centric approach to troubleshooting

Ability to:
- Synthesize feedback and adjust accordingly
- Take initiative to research or seek customer feedback to improve service
- Meet strict deadlines
- Continuously participate in process improvement practices

- Associate's degree
- Three to five (3-5) years experience at a help desk in tier 1 or tier 2 support
U.S. Locations: Global Locations:
Hauppauge, New York
Newark, Delaware
New York, New York
Tempe, Arizona
Hyderabad, India
Montego Bay, Jamaica