Shines Help Desk Support Analyst

2 weeks ago

Atlanta, GA, United States Cynet Systems Full time
Job Description:

Duties
  • nswer inbound calls, chat & emails from customers needing assistance.
  • Provides technical assistance to both internal and external customers for tier-one issues.
  • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
  • Provide prompt and accurate feedback to customers.
  • Clearly and thoroughly document requests for assistance in the ticket management system, and track incidents through to resolution/escalation.
  • Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
  • When necessary, summarize complex product issues succinctly and completely for escalation to Tier 3 support.
  • Update knowledge base and documentation with technical and issue resolution.
Qualifications:
  • Five (5) years of experience as a help desk support analyst.
  • Strong customer service orientation.
  • Excellent listening, interpersonal, written, and oral communication skills.
  • Excellent administrative, triaging, and time management abilities.
  • Highly self-motivated and directed.
  • Experience working in a team-oriented, collaborative environment.
  • Experience with Jira or ServiceNow.
  • Bachelors degree in a related field AND Five (5) years of experience in Information Technology help desk support to work with child welfare staff to provide technical and non-technical/application support.
  • Requires good troubleshooting & problem-solving skills.
  • Must have strong communication & customer service skills with excellent phone presence.
  • Must be a dependable, accountable, quick learner with a good technical aptitude.
  • Must be detail-oriented for note-taking within the ticketing system.

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