What are the responsibilities and job description for the Help Desk Analyst position at United Software Group?
I hope you are doing well
Job Title : Help Desk Analyst
Location : Dauphin, PA : : Onsite
Duration : Contract
Description :
- They may come into the office while they are in training, and once they get up to speed, they will be put in the telework mix.
- The Help Desk Analyst is doing call center work.
- They are taking calls, helping people on the computer with logins, resets and assistance getting through applications and escalating tickets to tier 2 when necessary.
- There is no wiring, hooking up or unhooking anything, no remote access, nothing like that.
- The Call Center Analyst analyzes and troubleshoots business application support problems and applies his or her understanding of computer software, hardware products and application services to resolve user problems.
- Role :
- Receives telephone calls and e-mails from users having problems using business applications or inquiring how to use specific aspects of the applications.
- Ascertain the nature of the problem, determine whether the problem is caused by hardware such as a modem, printer, cables, or telephone, or is an application issue, and log in to the to the tracking system.
- Escalates issues in accordance with defined procedures.
- Assists users through problem-solving steps.
- uses technical databases to research problems and talks with co-workers to research problems and find solutions.
- Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
- Assists in the coordination of changes, upgrades, and new products, ensuring systems will operate correctly in current and future environments.
- Provides accurate and complete answers to general use and administrative environment questions in a timely manner.
- communicates accurate and useful status updates.
- Manages and reports time spent on all work activities.
- Follow quality standards.
- Able to work in a team environment.
- Completes assigned tasks.
- Strong communication skills, both written and spoken.
Skill Matrix :
Thanks with regards,
Lucky Mishra
Technical Recruiter
Office : 614-495-9222 Ext : 427
luckymishra@usgrpinc.com
