Help Desk Analyst

Job Description

Job Title : Help Desk Analyst

Location : 800 W. Montgomery Ave | Philadelphia, PA 19122

Client : Philadelphia Gas Works

Note : This is an on-site position

Job Description

Required Skills and Experience.

• Minimum 2 years of experience working in a single point of contact help desk
• Experience using Jira Service Management Helpdesk application
• Experience using GroupLink’s eHelpdesk platform
• Experience using Genesys Cloud contact center and customer experience platform
• Strong customer service skills; telephone etiquette
• Great team-oriented interpersonal skill
• Great organizational skills
• Excellent analytical and problem-solving skills
• Strong oral and written communications skills (technical and non-technical)
• Robust understanding of the ACD system and trouble ticket process.

"If you are : bright, motivated, skilled, a difference-maker, able to get things done, work with minimum direction, enthusiastic, a thinker, able to juggle and multi-task, communicate effectively, and lead, then we would like to hear from you. We need exceptionally capable people for this role for our client, so get back to us and tell us why you think you are a fit."

About Us :

Since 2000, Tri-Force Consulting Services ( https : / / triforce-inc.com ) has been an MBE / SDB certified IT Consulting firm in the Philadelphia region. Tri-Force specializes in IT staffing, software development (web and mobile apps), systems integration, data analytics, system automation, cybersecurity, and cloud technology solutions for government and commercial clients. Tri-Force works with clients to overcome obstacles such as increasing productivity, increasing efficiencies through automation, and lowering costs. Our clients benefit from our three distinguishing core values : integrity, diligence, and technological excellence. Tri-Force is a six-time winner among the fastest-growing companies in Philadelphia and a four-time winner on the Inc. 5000 list of the nation's fastest-growing companies.

Requirements

Minimum 2 years of experience working in a single point of contact help desk Experience using Jira Service Management Helpdesk application Experience using GroupLink’s eHelpdesk platform Experience using Genesys Cloud contact center and customer experience platform Strong customer service skills; telephone etiquette Great team-oriented interpersonal skill Great organizational skills Excellent analytical and problem-solving skills Strong oral and written communications skills (technical and non-technical) Robust understanding of the ACD system and trouble ticket process