Helpdesk / Service Desk Analyst
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On-Site role
Job Description:
At our organization, we take our mission and values to heart! We are on a mission to offer more and better jobs all over the world! Our goal is to care for you while you care for our clients and get you paid the highest pay possible. All our associates working with us are expected to embrace our RACE values: R - Results Matter, A- Approachable, C - Care, and E - Emergency i.e. work with a sense of urgency.
For more relevant job opportunities please visit our website: Denken Solutions Careers
Job Description:
- This Response Line Center (RLC) position is responsible for providing the frontline, single point of contact for customers requiring assistance from the Technology Organization (TO) for issue resolution and service request fulfillment, and new events related to ASCEND.
- The RLC analyst must combine World Class customer service and technical skills to ensure that employees needs are documented and handled on initial contact, and if not handled the interaction is completely and appropriately documented.
- This position is a technical expert who may be required to consult known technology fixes for clients.
- This position is critical for ensuring that customers’ technological needs are met and that customers are satisfied.
- This is a 24x7 operation, including nights and weekends and some shift work may be required.
- This position will be based in Atlanta and is 100% onsite work.
- B.S. degree in a technology-related field, preferred
- 1 to 3 years experience in computer/technology field, preferred
- Thorough knowledge of information technologies and an understanding of infrastructure and telecommunication transport
- Ability to build and maintain relationships within IT and other departments
- Demonstrated willingness to take ownership of technical issues
- Exceptional analytical abilities and problem-solving skills
- Ability to manage multiple tasks and multiple priorities
- Ability to make decisions with little or no management input and in absence of prior existing guidelines
- Self starter, initiative and independent thinking
- Strong customer service skills
- Strong oral and written skills
- Must demonstrate behaviors consistent with the Company's values of unquestionable trust, superior performance and total commitment
- Willing to work any Shift, which may also include weekends
- Comprehensive knowledge of the Client IT software and hardware configurations including but not limited to: Desktop configurations (PC’s, printers, phones/radios), Network configurations, and Window 10, etc.
- Comprehensive knowledge of LAN/WAN technology
- Working knowledge of mainframe technology and associated applications
- Working knowledge of access technologies, and telecommunication terminology
- Comprehensive knowledge of BMC Helix / SmartIT Event Management System
At our organization, we take our mission and values to heart! We are on a mission to offer more and better jobs all over the world! Our goal is to care for you while you care for our clients and get you paid the highest pay possible. All our associates working with us are expected to embrace our RACE values: R - Results Matter, A- Approachable, C - Care, and E - Emergency i.e. work with a sense of urgency.
For more relevant job opportunities please visit our website: Denken Solutions Careers