Administrative Support

Our client is currently seeking a Helpdesk Analyst to be responsible for addressing the business needs of our customers by providing world-class customer service and support. Technical support includes but is not limited to troubleshooting and resolving incidents for software, hardware, LAN, WAN, configuration, and other related issues for customers.

Responsibilities : Able to troubleshoot Microsoft Office products with an emphasis on Microsoft Outlook Able to determine and troubleshoot LAN/WAN connectivity issues. Knowledge of home networks and wireless connections. Knowledge of remote access connections; Dial-Up, VPN. Troubleshoot hardware and software issues and identify network/applications issues. Desired knowledge of Blackberry devices and Intellisync devices but not required. Desired knowledge of Active Directory structure but not required. Ability to interview customers to collect information about incidents and lead the customers through diagnostic procedures in order to come to an acceptable resolution. Maintain detailed documentation in current Incident Management System database for all contacts, events, communications, and exchanges, troubleshooting steps, research and any other related information without exception. Monitor, prioritize, and address telephone and e-mail queues. Analyze and evaluate reports and make recommendations to improve performance. Consult with product specialists, developers, engineers or other technical services teams as required to increase First Contact Resolution. Review and provide recommendations to improve standard operating procedures, internal training manuals and work flow. Review and provide recommendations to improve Knowledge Base articles and other knowledge transfer documentation or presentations. Analyze and evaluate daily agent metrics to improve performance. Mentor other team members on soft and technical skills. Follow all timeliness and attendance policies and procedures. Have strong interpersonal skills in order to effectively communicate with team members with the least amount of personal conflicts. Maintain a clean, organized work area at all times.

Requirements: Minimum of one year on the job experience on an industry standard helpdesk, on the front line (where 65% of the day was spent providing technical support via a phone and 35% of the day was spent on case management) Minimum of one year on the job experience in case management One-year experience supporting end-users in a multiple Microsoft operating system environment preferred Technical knowledge and experience with E-Mail and MS Applications required Exceptional problem solving skills Excellent customer service skills Strong written and verbal communication skills Excellent organizational skills Must be able to multi-task Ability to work well in a team environment Ability to follow corporate standards and procedures

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