-
ID
#43845241 -
Job type
Permanent -
Salary
TBD -
Source
Apex Systems -
Date
2022-07-04 -
Deadline
2022-09-02
Help Desk Analyst
West Virginia, Southcharleston, 25303 Southcharleston USAPermanent
Vacancy expired!
- Provide over-the-phone customer service and technical support for a wide range of computer-related issues.
- Actively listen to customer problems and be able to document them appropriately.
- Ability to diagnose, problem-solve and resolve customer issues.
- Follow-up with customer to ensure problem has been resolved.
- Update the Knowledge Base with process changes and recommended solutions.
- Requires experience and understanding of technical infrastructure, and the ability to know limitations and escalate more complex problems when appropriate.
- Answer inquiries from customer regarding request, incidents or problems.
- Document all aspect of the interaction in the ticketing system.
- Maintain a pleasant demeanor with all customer; showing respect and courtesy at all times.
- Ability to remain calm and focused when dealing with difficult customers.
- Immediately escalate any issue identified as security related.
- Ability to conduct meaningful Knowledge Base searches in order to pull the correct information for the problem presented.
- Must be U.S. Citizen and ability to obtain/maintain Public Trust clearance.
- High School Diploma, required; College experience is a plus!
- Prior Help Desk or Technical Support experience, preferred.
- Must possess effective (verbal and written) communication skills; Call Center/ Customer Service background, highly desired!
- Extensive knowledge of Microsoft Office (2007 to present) Suite and its applications (beyond basic personal use), required.
Vacancy expired!
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