Description
Call Center Analysts- Consultant Minimum 6 month to one year.
Sharp, well organized, good documentation skills, good customer skills. Two years minimum Level 1 Desktop, laptop, XP, Windows 7, some sort of ticketing system, Remedy, CA Service desk, service manager. Knowledge of networking, Windows Suite, AD, Etc.
The successful candidate will be responsible for providing first level support point of contact for end-users. This includes first call diagnosis, troubleshooting and resolution of end user applications and issues. The person will also assist in troubleshooting the problem areas by telephone or e-mail in a timely and accurate fashion or escalation to resolver groups. Interactions include employees at all levels, support resources and third party partners/providers to resolve and escalate problems.
ACCOUNTABILITIES
- Take calls to ensure our customers have the quickest and best possible service.
- Monitor Call Center email and respond in a timely manner.
- Perform remote analysis, diagnosis and resolution of infrastructure and software related issues for end-users.
- Recommend and implement corrective solutions to ensure quick and accurate service delivery.
- Maintain, monitor and troubleshoot end-user workstations and related software to meet or exceed desktop service levels.
- Collaborate with internal and external technicians to ensure efficient operation of the company's end user infrastructure and applications.
- Receive and respond to incoming calls and/or e-mails regarding Workstation, application or infrastructure related issues.
- Answer and perform software move, add, and change (MAC) requests as they are submitted by managers, while assisting in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
QUALIFICATIONS:
- 1+ years' working experience with an enterprise class call center ticketing system (Remedy, CA-Service Desk, Service Manager, etc.)
- 2+ years' experience in a Call Center position.
- 2+ years' of experience with Active Directory
- 2+ years' experience in a technology position with a broad knowledge of end user support of desktop, laptop and distributed systems.
- 2+ years' experience in Microsoft Desktop Operating Systems including Windows XP and Windows 7
KNOWLEDGE, ABILITIES & SKILLS:
- Thorough understanding of Windows based PC hardware, peripherals and networking.
- Excellent understanding of Call Center operations
- Excellent verbal and written communications skills with technical and non-technical staff and end-users.
- Excellent customer service skills, including empathic listening skills
- Excellent follow up skills to see task through to resolution and communicate problem status to end users and management such as notification of completion, notification of delay and explaining rationale.
- Knowledge in the following technologies: Microsoft Windows XP/7, Office Professional (Outlook, Word, Excel, Access, PowerPoint), VPN and remote access clients, mobile devices, Microsoft Internet Explorer, Adobe Acrobat, Antivirus client software, imaging tools (Ghost, etc.), software distribution tools (System Center Configuration Manager, etc.)