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Technical Support Specialist
2 months ago
Position Overview:
The Service Desk Analyst plays a crucial role in ensuring customer satisfaction by efficiently managing and resolving a high volume of inquiries. Daily tasks involve documenting, monitoring, and addressing approximately 40 to 50 customer interactions. The Analyst serves as the primary advocate for customers, employing advanced troubleshooting techniques to resolve issues promptly.
Key Responsibilities:
1. Provide expert assistance for common software applications, including:
- Microsoft Outlook
- Microsoft Word
- Connectivity problems
2. Handle and resolve end-user calls within a single point of contact support environment.
3. Strive for a first call resolution rate of 75%, ensuring efficient service delivery.
Essential Skills:
Proficiency in help desk operations, customer service excellence, technical support, and troubleshooting. Familiarity with Office 365, Windows 10, and Active Directory is essential. Strong communication and interpersonal skills are required to provide exceptional customer support.
Preferred Qualifications:
Experience in phone and email communication, along with organizational skills, is highly valued.
Experience Level:
Expert Level
About TEKsystems:
TEKsystems is a leader in Full-Stack Technology Services and Talent Services, partnering with over 6,000 clients globally, including a significant portion of the Fortune 500. Our commitment to transformation and innovation empowers organizations to leverage new opportunities in a rapidly evolving landscape. We are proud to be an equal opportunity employer, welcoming applications from all qualified individuals.
