United Software Group
"Desktop Analyst"
United Software Group, Shelton, Connecticut, us, 06484
Hi,
Hope you are doing well.
Please respond me if you are comfortable for this position ASAP or call me back at 614-495-9222 Ext-478.
Role- DESKTOP ANALYST
Location : SHELTON, CT (Onsite)
JOB DUTIES AND RESPONSIBILITIES
In this role, verbal and written communication skills are just as important as technical competency. Customer focus and patience are also essential for successfully performing this role. Junior Desktop Analyst are expected to regularly increase their core competencies with internal knowledge transfer and formal and informal training opportunities.
Provide best-in-class customer service, problem resolution and technical troubleshooting to customer queries over the voice-based phone service Utilizing basic troubleshooting processes, validating the issue, recording critical details in ticketing system, utilizing Knowledge Base articles Use of Remote Tools to take control of customer's PC/workstation for investigating probable causes of problem Escalates issues that are unable to be resolved within established guidelines to the appropriate group for proper corrective action Accountable for maintaining defined call metrics to the highest level. Number of Tickets Resolved, Average Call Wait Times, Average Handle Time, etc. Maintaining Login Hours based on contractual Service Level Agreements Accountable for accurate weekly Project Time Reporting. Utilizing correct billable project codes vs non-billable PTO (Personal Time Off), Sick Days Compliance of all mandatory trainings Any other duties as deemed necessary by account management teams JOB EXPECTATIONS
Strong focus on high client satisfaction Strong written and oral communication skills, English-speaking skills, bilingual a plus Ability to work well in a team-based, fast paced/multitasking environment Ability to effectively multitask, prioritize and execute tasks in a high-pressure environment Active listener, demonstrate empathy Knowledge of basic computer operations, and basic computer troubleshooting skills Basic knowledge of computer peripherals, and peripheral troubleshooting skills (receipt printers, cashless payment devices, scanners, etc.) Typing speed of 50 wpm or higher Highly self-motivated and directed QUALIFICATIONS
Highschool Diploma or GED (General Educational Development), some college preferred but not required. The ideal candidate will have a minimum of 1-2 years applicable experience. Entry Level - 2 years' work experience supporting customers remotely in a technical environment Entry Level - 2 years' work experience in Technical Call Center, IT (International Technology) Help Desk, or equivalent technical support roles.
Thanks with regards,
Manish Sharma
| Office: 614-495-9222 Ext: 478 Email : manish.s@usgrpinc.com
LinkedIn : linkedin.com/in/manish-sharma-75b3801a5
USG Inc.
HQ: 6000 Venture Dr,
Ste C-D, Dublin, Ohio 43017
www.usgrpinc.com
View USG HOT JOBS Here!
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UK . Ireland . Poland . India
USG is recognized by
INC.
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as America's Fastest-Growing Private Companies. USG is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, gender, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. To unsubscribe from this mailing, please reply to this email with the word UNSUBSCRIBE in the subject line, or click here UNSUBSCRIBE.
Hope you are doing well.
Please respond me if you are comfortable for this position ASAP or call me back at 614-495-9222 Ext-478.
Role- DESKTOP ANALYST
Location : SHELTON, CT (Onsite)
JOB DUTIES AND RESPONSIBILITIES
In this role, verbal and written communication skills are just as important as technical competency. Customer focus and patience are also essential for successfully performing this role. Junior Desktop Analyst are expected to regularly increase their core competencies with internal knowledge transfer and formal and informal training opportunities.
Provide best-in-class customer service, problem resolution and technical troubleshooting to customer queries over the voice-based phone service Utilizing basic troubleshooting processes, validating the issue, recording critical details in ticketing system, utilizing Knowledge Base articles Use of Remote Tools to take control of customer's PC/workstation for investigating probable causes of problem Escalates issues that are unable to be resolved within established guidelines to the appropriate group for proper corrective action Accountable for maintaining defined call metrics to the highest level. Number of Tickets Resolved, Average Call Wait Times, Average Handle Time, etc. Maintaining Login Hours based on contractual Service Level Agreements Accountable for accurate weekly Project Time Reporting. Utilizing correct billable project codes vs non-billable PTO (Personal Time Off), Sick Days Compliance of all mandatory trainings Any other duties as deemed necessary by account management teams JOB EXPECTATIONS
Strong focus on high client satisfaction Strong written and oral communication skills, English-speaking skills, bilingual a plus Ability to work well in a team-based, fast paced/multitasking environment Ability to effectively multitask, prioritize and execute tasks in a high-pressure environment Active listener, demonstrate empathy Knowledge of basic computer operations, and basic computer troubleshooting skills Basic knowledge of computer peripherals, and peripheral troubleshooting skills (receipt printers, cashless payment devices, scanners, etc.) Typing speed of 50 wpm or higher Highly self-motivated and directed QUALIFICATIONS
Highschool Diploma or GED (General Educational Development), some college preferred but not required. The ideal candidate will have a minimum of 1-2 years applicable experience. Entry Level - 2 years' work experience supporting customers remotely in a technical environment Entry Level - 2 years' work experience in Technical Call Center, IT (International Technology) Help Desk, or equivalent technical support roles.
Thanks with regards,
Manish Sharma
| Office: 614-495-9222 Ext: 478 Email : manish.s@usgrpinc.com
LinkedIn : linkedin.com/in/manish-sharma-75b3801a5
USG Inc.
HQ: 6000 Venture Dr,
Ste C-D, Dublin, Ohio 43017
www.usgrpinc.com
View USG HOT JOBS Here!
USA . Canada . Mexico . Costa Rica
UK . Ireland . Poland . India
USG is recognized by
INC.
5
0
0
0
as America's Fastest-Growing Private Companies. USG is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, gender, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. To unsubscribe from this mailing, please reply to this email with the word UNSUBSCRIBE in the subject line, or click here UNSUBSCRIBE.