Help Desk Tier 2 Analyst

Location: Salt Lake City, UT 84104 Status: Full Time, Employee Job Category: IT/Software Development Company: Teleperformance USA Established in 1978, Teleperformance is the leader and global expert in contact center management, creating more value through a better customer experience. Our core business spans the full spectrum of contact center solutions. Teleperformance has the largest global footprint in the industry with 281 contact centers, presence in 45 countries, servicing over 75 markets and 15 Nearshore and Offshore locations. Help Desk Tier 2 Analyst PRIMARY DUTIES AND RESPONSIBILITIES    Actively manage activities surrounding the resolution of Priority 1 and 2 issues to ensure minimal production impact Communicate technical and procedural production issues between company employees at all levels, as well as company clients, utilizing ticketing, email, instant messaging, phone and in-person mediums Work with teams throughout the organization to identify, document, and implement new processes that enhance production support Constant monitoring of hardware and facility status to ensure compliance with acceptable operational parameters Resolution of tickets assigned to Help Desk Tier 2 Act as a resource to Tier 1 Analysts Identify opportunities for efficiency and development in both the team and individuals Performs other related duties and assignments as required and as assigned by supervisor or manager  EXPERIENCE & REQUIREMENTS  Proficient with Microsoft Office tools Should have both an interest in the IT industry and technical aptitude Must have exceptional verbal and customer service skills Must have excellent writing skills Must have the ability to multi-task and prioritize Must be able to perform duties with minimal supervision Experience with Teleperformance preferred