Della Infotech
Help Desk Tier 1 Analyst
Della Infotech, Jersey City, New Jersey, United States, 07390
Position: Help Desk Tier 1 Analyst -Remote (Central time zone)
Location: Remote - 9am - 6pm CST (lunch 12:30-1:30) - 8 hours (1 hour for lunch)
Duration:6 months (right now for the first WO... very good chance of getting extended or hired)
Provides Help Desk support for software applications on multiple operating systems or platforms by applying knowledge of software usage, features, and functions. Routinely leverages that knowledge to resolve customer issues and influence software direction.
Primary Responsibilities:Monitors and responds to all customer requests for assistance, including email, phone and/or the default ticketing system.Provides support on all product areas and handles all first line requests and customer issues in primary support areas.Actively pursues problem resolution until the problem is resolved.Proactively communicates carefully and effectively with customers and experts across during the problem resolution process.Accurately documents and specifies information in the tracking system during the entire track life cycle.Able to provide a written summary and resolution to the designated staff when the problem is resolved.Creates and/or provides input into Knowledge Base articles as applicable.Develops a comprehensive understanding of the customer's business and IT objectives to ensure positive business outcomes for the customer and to assist in the expansion of the company footprint.Tracks daily operational status of customer issues and provides briefings/updates as needed.Collects and documents customer requirements for managed service requests.Performs other duties as assigned.Knowledge, Skills and Abilities
Excellent verbal and written communication skillsAbility to work well under pressureGives attention to detailAble to handle deadlines in a multiple task environmentFluent in using computer and a variety of software for communicationAbility to work flexible work hoursEducation/Experience
Bachelor's degree.One to three years' experience in a customer supporting role.Experience in a 24x7 operational services or support environmentPreferences
Working knowledge of IT operations and support organizations.Ability to set priorities and deliver objectives without the need of day-to-day supervision.Must be a self-starter, work independently and be able to work well under pressure.
Location: Remote - 9am - 6pm CST (lunch 12:30-1:30) - 8 hours (1 hour for lunch)
Duration:6 months (right now for the first WO... very good chance of getting extended or hired)
Provides Help Desk support for software applications on multiple operating systems or platforms by applying knowledge of software usage, features, and functions. Routinely leverages that knowledge to resolve customer issues and influence software direction.
Primary Responsibilities:Monitors and responds to all customer requests for assistance, including email, phone and/or the default ticketing system.Provides support on all product areas and handles all first line requests and customer issues in primary support areas.Actively pursues problem resolution until the problem is resolved.Proactively communicates carefully and effectively with customers and experts across during the problem resolution process.Accurately documents and specifies information in the tracking system during the entire track life cycle.Able to provide a written summary and resolution to the designated staff when the problem is resolved.Creates and/or provides input into Knowledge Base articles as applicable.Develops a comprehensive understanding of the customer's business and IT objectives to ensure positive business outcomes for the customer and to assist in the expansion of the company footprint.Tracks daily operational status of customer issues and provides briefings/updates as needed.Collects and documents customer requirements for managed service requests.Performs other duties as assigned.Knowledge, Skills and Abilities
Excellent verbal and written communication skillsAbility to work well under pressureGives attention to detailAble to handle deadlines in a multiple task environmentFluent in using computer and a variety of software for communicationAbility to work flexible work hoursEducation/Experience
Bachelor's degree.One to three years' experience in a customer supporting role.Experience in a 24x7 operational services or support environmentPreferences
Working knowledge of IT operations and support organizations.Ability to set priorities and deliver objectives without the need of day-to-day supervision.Must be a self-starter, work independently and be able to work well under pressure.