Help desk Analyst / Helpdesk Analyst

Location: Philadelphia, PA 19019 Employment Type: Full Time, Temporary/Contract/Project, Employee Expected Duration: 1+ to 2 Years Pay Rate: 15.00 - 16.00 USD /hour Reference Code: NYJHELPDESKPA Provide first level customer support via the telephone for all technology products and services. Works with business and Systems customers to answer questions and resolve problems related to our products and services. Resolves problems related to products and services. Resolves issues within a specified timeframe or refers to a qualified service provider for follow up. Diagnose customer technical problems and provide creative solutions and alternatives that meet business needs. Provide just-in-time training over the phone as needed. Refer unresolved issues and escalate problems to appropriate technical support groups identified in the Customer Support Process. Maintain documentation on incoming calls via Problem or Request Management System including steps and actions taken to resolve customer issues. Identify opportunities for process improvement and problem elimination. Share learning’s with team and csr poviders as appropriate. Continually focus on learning new technologies to support rapidly changing and expanding environment. Works as a proponent/advocate for customer issues and concerns in all interactions with service providers. Present a positive, customer-focused image.Bilingual Spanish and English speaking candidates are a plus!Understands customers issues and demonstrates real concern. Establishes credibility quickly by following up and taking initiative. Defines problems quickly and resolves majority of issues within specified timeframe. Demonstrates creativity in generating solutions. Proactively translates technology into a business solution which addresses a problem not expressed by the customer and enhances the business result.A minimum of 1 year experience in the IT field with either an in depth knowledge of one specific area of technology (e.g. Client Server, mainframe, telecommunications, data center operations, etc) or a broad knowledge of multiple technologies and platforms. Contact: PLEASE E-MAIL RESUMES TO: Apply by Email