Helpdesk Analyst

Job Title: Helpdesk Analyst

Duration : 12 months (contract)*

Location: Hartford, CT Hybrid

Job Requirements

Exhibit quick-response customer support and work with clients over the phone to troubleshoot, analyse, diagnose, and engage appropriate technical resources to resolve client issues.

Conduct timely triage and escalation in accordance with SLA requirements.

Address and resolve tier 1 level incidents and requests.

Engage with other service desk resources and escalate as needed to other technical teams.

Accurately document interactions, incidents, and problems.

Work with service desk and other teams to develop, enhance and clearly document technical process and procedure.

Follow, enhance, and develop procedural documentation related to user account provisioning and management.

Develop, enhance, and maintain knowledge base articles used by other IT staff.

Participate in Production support review meetings.

Must answer and address all incoming service calls and emails and route accordingly.

Keep well-documented, up-to-date case notes on all tickets daily.

Ensure constant service ticket flow by escalating tickets that require higher-level assistance.

Provide first level of customer support and resolve issues or escalate as needed.

Ensure client support requests are well documented and triaged appropriately.

Must coordinate and work closely with the Help Desk Manager to service and provide training for our internal and external clientele.

Ensure the logging of all incidents and service requests.

Required Skills

Excellent Customer Service skills, including a positive attitude and ability to instil confidence in your customers.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Ability to work cooperatively with other team members, including team lead/manager, support staff, developers, vendors, etc. a must.

Proficient with the following technologies: Microsoft Windows 7/10, Microsoft Office 2010/2013/2016, TCP/IP, DNS, DHCP, Telnet and Active Directory.

Education & Years of Expereince

Bachelor of Science in Information Technology or related field.

Minimum 3 years IT support experience and knowledge of Help Desk processes and procedures.

Minimum 3 years of experience working in IT Help Desk support environment.

Working knowledge of System Center Service Manager or other enterprise ticketing systems alike.

Familiarity with Information Technology Infrastructure Framework (ITIL) processes related to IT service and support.

Email your resume to: [email protected]

To learn more about Mavensoft visit us online at http://www.mavensoft.com/