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Junior Help Desk Analyst

3 months ago

Rockville, United States ILLUMEN GROUP INC Full time
Job DescriptionJob DescriptionDescription:

We have an exciting opportunity for a talented and experienced Junior Help Desk Analyst. This position requires an individual with a strong work ethic, ability to work effectively with a range of skillsets, and excellent collaboration and communication skills. This is a 24 hours/day, 7 days/week Help Desk. Primary shifts are normally during regular business hours. However, you must be willing to work weekends and evenings as part of the scheduled shift rotation.

Requirements:

Job Duties/Responsibilities:

  • Respond to customer request for service; managing requests through their completion.
  • Tier 1 and Tier 2 application support responsibilities for client and call center customer service representatives.
  • Telecom and network circuit monitoring to support multiple client call centers.
  • Telecom ticketing and functional support, including opening vendor trouble tickets, Toll-Free routing support, and Interactive Voice Recognition (IVR) support.
  • Interface directly with the client in resolving support issues or route the call or email to the next appropriate level of support.
  • Effectively document and classify service requests, maintaining records of correspondence received and responded to.
  • Support all day-to-day Help Desk related activities for the client, or dispatch calls as needed to other analysts.
  • Perform triage and escalation procedures as necessary.
  • Process ticketing activity reports.
  • This is a 24 hours/day, 7 days/week Help Desk. Primary shifts are normally during regular business hours. However, you must be willing to work weekends and evenings as part of the scheduled shift rotation.
  • Interact with the team in a cooperative and collaborative manner.

Required Skills:

  • Excellent interpersonal and communication skills, inclusive of written, oral and effective listening
  • Excellent organization, prioritization and project/task management skills
  • Courteous and well spoken
  • Demonstrated ability to solve problems and debug issues
  • Experience in Systems Administration or Applications Support in an IT organization
  • Extensive experience with Microsoft Desktop Applications (MS Office -Outlook, MS Word, MS Excel, MS Power Point), systems knowledge, and applications support.
  • Knowledge of Remedy Service Desk, Service Now or other comparable ticketing system

Education required:

  • Associates with relevant experience in a related discipline
  • Bachelor’s degree from an accredited college or equivalent experience in a related discipline preferred

Experience Required/Desired:

  • Extensive support knowledge of Business Processes (i.e. Telecom Provisioning or Health Insurance Claim Processing).
  • Help Desk or Service Desk support experience.
  • Telecom support experience desired.

Desired Certifications:

  • ITIL certification
  • Other industry certifications