What are the responsibilities and job description for the Help Desk Analyst position at 3PL Vision LLC?
Job Title: Help Desk Analyst
Location: Columbus, OH, USA, 43219
Duration: 12 Months
It is the first point of contact for the users who call IT Service Desk. While providing the highest level of customer service, the person answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The position is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process.
Responsibilities include:
- Demonstrate strong customer service skills to provide phone support including:
o Listening to the customer to gain an accurate understanding of the situation
o Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue
o Producing accurate, detailed documentation at the client, problem and incident level
o Resolving conflict
- Responsible for high quality end-user technical support, related to enterprise software and hardware
- Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast paced 7x24x365 environment.
- Under general oversight, provides after hours and weekend support as needed.
- The position requires attention to detail, follow through, teamwork focus and positive attitude.
- An understanding of technology and the ability to apply that knowledge to support all existing systems
- Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in person
Qualifications:
- Excellent customer service skills required
- Excellent communication skills required
- Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment
- Preferred work experience in technical support role but not required
- Required Education: High school diploma or GED with relevant work experience
- Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly
- Self-motivated and ability to work on own initiative in a high pressure environment
- Willing to work variable shifts including evenings, weekends and public holidays
Company description-3pl Vision boasts over two decades of experience collaborating with leading global enterprises to meet their needs for flexible workforce solutions and on-demand talent. We are a worldwide organization offering strategic workforce management, IT consulting, and on-demand talent services. Our specialization lies in serving various sectors including Financial Services, Healthcare, IT, Life Sciences, Aerospace & Defence, Energy, Retail, Telecom, Manufacturing, and Engineering.
"GA01"
Job Type: Contract
Pay: $21.00 per hour
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: In person
Salary : $21
