"Desktop Analyst"

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

QUALIFICATIONS

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

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