Help Desk Support Analyst
2 weeks ago
Job Title: Help Desk Support Analyst
Location: Fort Worth, TX
Company: Insight Global
Job Description:
Insight Global is seeking a Help Desk Support Analyst responsible for providing second-level support for all standard software and hardware, ordering, handheld devices, and enabling and activating CSOS Certificates. This role involves effective diagnostic evaluation of end-user Pharma Customer needs, using good judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction.
Key Responsibilities:
- Provide second-level support for standard software and hardware.
- Handle ordering and support for handheld devices.
- Enable and activate CSOS Certificates.
- Evaluate and diagnose end-user Pharma Customer needs.
- Respond to and resolve issues or complaints promptly and effectively.
Required Skills and Experience:
- 2+ years of experience working in a call center environment.
- Experience in technical support, customer service, and software or mobile device support.
- Strong customer service and troubleshooting skills.
- Ability to communicate technical information verbally to a wide range of end-users.
- Strong attention to detail, with a focus on rapport-building, listening, and questioning.
- Ability to communicate technical information to both technical and nontechnical audiences.
- Working knowledge of MS Word, Excel, Outlook, and PowerPoint.
- Experience using Salesforce and/or knowledge of creating help desk tickets.
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