Shines Help Desk Support AnalystCynet Systems • Atlanta, GA, United States
Shines Help Desk Support Analyst
Cynet Systems • Atlanta, GA, United States
11 hours ago
Job type
- Full-time
Job descriptionFive (5) years of experience as a help desk support analyst. Strong customer service orientation. Excellent listening, interpersonal, written, and oral communication skills. Excellent administrative, triaging, and time management abilities. Highly self-motivated and directed. Experience working in a team-oriented, collaborative environment. Experience with Jira or ServiceNow. Bachelors degree in a related field AND Five (5) years of experience in Information Technology help desk support to work with child welfare staff to provide technical and non-technical / application support. Requires good troubleshooting & problem-solving skills. Must have strong communication & customer service skills with excellent phone presence. Must be a dependable, accountable, quick learner with a good technical aptitude. Must be detail-oriented for note-taking within the ticketing system.
Job Description : Duties
- nswer inbound calls, chat & emails from customers needing assistance.
- Provides technical assistance to both internal and external customers for tier-one issues.
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
- Provide prompt and accurate feedback to customers.
- Clearly and thoroughly document requests for assistance in the ticket management system, and track incidents through to resolution / escalation.
- Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
- When necessary, summarize complex product issues succinctly and completely for escalation to Tier 3 support.
- Update knowledge base and documentation with technical and issue resolution.
Qualifications :
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Help Desk Analyst • Atlanta, GA, United States
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