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Saranya Gokul

gsaranya@3ipeople.com


Job ID :J17916

Location : Atlanta, GA

Duration :1 year.

Interview Type :Face-to-Face

Legal Status :

Job Type :Contract

Background Checks :County Criminal History, Drug Test, Education Verification, Motor Vehicle Report

No Of Openings :1

No Of Hours per week :N/A

Sorry, Job Status has been changed to Closed

Helpdesk Analyst I

$16 - $16

Hourly

< 3 Years

Experience

Atlanta, GA

Location

Job Description

We have a position for a Helpdesk Analyst I with one of our clients in Atlanta, GA for an initial contract duration of 1 year. No third party candidates considered for this position.

Delivers quality Helpdesk support to Client employees by providing them with a single point of contact to report issues or make inquiries. Manages day to day service delivery and works on special projects as assigned. Develops and maintains a good rapport with other CIS support teams. Must be diplomatic, tactful and communicate effectively with technical and non-technical personnel; both verbally and in writing. Should exhibit creativity in research and provide recommendations that will enhance customer support.

Responsibilities:

  • Ensures customer satisfaction by responding to client calls and emails in a timely manner.  Logs all customer inquiries and issues in Incident Management and tracks them until resolution and incident closure.
  • Ensures timely and accurate escalation of customer issues by documenting the impact to the customer and by assigning an appropriate priority and resolution target.
  • Conducts 1st level problem determination using documented procedures and available tools.  Records issue symptoms and status information in a timely fashion in an effort to communicate with and properly utilize other CIS resources.
  • Ensures incident resolution by maintaining an Action Plan for issue resolution, by initiating and tracking incident assignments to technical resources, vendors, and so forth, and by keeping the customer updated on the status of incident resolution.
  • Initiates escalation as appropriate to ensure management awareness of issues that are severe in nature or that are exceeding documented targets.
  • Builds team spirit by assisting and coaching other staff members.

Preferred Skills

AMP, AMP, AMP, AMP, AMP, AMP, AMP, AMP

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