Temp-To-Hire

Our client, a prestigious international manufacturing company, seeks a contract-to-hire Help Desk Analyst to provide Global support to over 4,000 employees.  Shift hours are Mon – Friday, 8:30 AM – 5:00 PM.  To be eligible for this position , Help Desk experience in a call center environment is preferred. In this position you will be troubleshooting technical issues reported by end users via phone and email. 

Help Desk Analyst job responsibilities include:

• Troubleshooting technical issues reported by end users  
• High first line resolution rate
• Gathering the proper information and escalating advanced issues to proper contact point 
• Coaching end users on why the issue is occurring and any preventative measures they can take in the future

QUALIFICATIONS:

• Strong technical aptitude of hardware and networking issues
• Working knowledge of software applications and problem resolution
• Ability to handle a high volume of phone calls
• Ability to respond to technical issues reported by email
• Ability to reference a knowledge database for troubleshooting steps
• Ability to properly categorize incident and request tickets and clearly document reported issues along with contact information
• Strong work ethic and the ability to perform at an optimal level with very little supervision

Technology:

Windows Password resets via Active directory & Service integration tool, Password resets for Mainframe accounts via Attachmate and i-Series Emulator, Password resets and troubleshooting for Bitlocker and Sophos hard drive encryption software, Service Integration Management tool (SIAM), Contact Center Solution (ININ), Enterprise Mobility Management software (Intune), Endpoint Management Service (Software Center), Cloud-based proxy (Zscaler),