Help Desk Support Specialist

4 weeks ago

Wickliffe, Ohio, United States Manpower Group Inc. Full time
Job Title: Help Desk Analyst (Phone OnSite) - Level 2

As a Help Desk Analyst (Phone OnSite) - Level 2, you will be part of the IT department supporting end-users. The ideal candidate will have excellent communication skills, analytical problem-solving skills, and the ability to work independently while being a team player.

Key Responsibilities:
  • Log all requests in ticketing system, including incoming ACD calls, direct calls, emails, voicemails, chats, instant messages, and other interactions.
  • Provide accurate and thorough solutions to end-user interactions, escalating or transferring incidents as appropriate.
  • Provide information to end-users regarding the status of their incidents or requests.
  • Troubleshoot PC hardware and software problems, perform software installations and upgrades.
  • Provide first-line support for applications, network, servers, and security.
Requirements:
  • Excellent communication skills, including active listening skills and the ability to convey empathy.
  • Customer service skills with the ability to provide consistent, positive end-user experiences and address issues proactively.
  • Analytical problem-solving skills with the ability to use all available resources to resolve or anticipate problems, creating or updating processes, procedures, and resolutions in the knowledge base as needed.
  • Time management skills, including setting appropriate expectations with end-users for resolution.
  • Ability to be a team player, offering and accepting feedback and sharing knowledge with others, while being able to work independently and require minimal supervision.
What's in it for you?
  • Opportunity to work with a leading technology company in the industry.
  • Possibility for remote work on weekends.
  • Chance to develop communication skills and problem-solving techniques.
  • Participation in team projects that enhance quality of service and promote technical and career growth.
  • Ability to identify trends in support issues and create problem tickets.

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