Helpdesk Analyst
Job Description
- Individuals here have a well-rounded knowledge of the policies and procedures for their work area.
- Work may require discretion and independent judgment for non-routine matters. However, the primary focus of work activity is predominately routine.
- They may make policy recommendations to their managers and be an escalation point for less experienced team members.
- Provide post-sales client support.
- Provide options for clients wanting to return NTT DATA products,
- Monitors and tracks issues to ensure accurate resolution.
- Learns and complies with company policies and procedures.
- Resolves single issues in real time.
- Focuses on delivering a positive client experience according to NTT DATA standards.
- Assists with team special projects as assigned.
- Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software and peripherals.
- Answers the help desk line and responds to users' requests regarding computer systems.
- Acknowledges receipt of all user requests within defined service levels.
- Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information.
- Maintains user information and documentation.
- Participates in ensuring that client requests via the ticketing system are managed to closure.
Basic Qualifications
- 3+ years of experience in desktop support - Windows, ticketing system, Break/fix, Office 365, Customer Service Skills
Additional Requirements
- Working Knowledge of Windows Operating Systems
- Knowledge of identifying and troubleshooting issues related to System Configuration, Software & COTS applications
- Working knowledge of MS Office suite & Skype for business
- Strong customer service focus
- Strong knowledge of entire support ecosystem
- Heavy critical thinking for focused accurate escalation
- Strong communication skills
- Organizational and technology understanding
#INDICS
Nearest Major Market: Minneapolis
Job Segment: Help Desk, Information Technology, Technical Support, Technology
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Date Posted
10/29/2022
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