Help Desk Analyst in DT Professional Services

Job Summary:DT Professional Services is seeking a Help Desk Analyst in a remote capacity! The ideal candidate will provide phone and chat support for business and IT customers technical problems and service requests; record problem symptoms and information for escalation of the more complex problems to higher level support; maintain knowledge of relevant products and service offerings to provide accurate solutions; act as representative of technical services to its customers. Candidates must be local to one of the following locations:Warwick (RI)Kansas City (KS) Oklahoma City (OK) Wilmington (DE)Cleveland (OH) Lake Mary (FL)Phoenix (AZ)Responsibilities:Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support within a 24x7x365 support teamActs as representative of technical services to its customersInitiates, escalates, or resolves problem tickets and/ or service requestsTroubleshoots and resolves technical problems, escalates to support resourcesFacilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectationsConducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s)Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional mannerRecords problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resourcesAcquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customersMust be able to provide clear, concise, information through written and verbal communicationsBasic Qualifications:High school diploma or equivalentRecent college grads (Bachelor's degree in Business or Computer Sciences fields attained within past 24 months) looking to pursue an IT career may be considered in lieu of work experience1 year of technical help desk call center experience in an enterprise environmentFlexibility to work within 24x7x365 support team40 WPM TypingPreferred Qualifications:Bachelor’s degree (Business or Computer Sciences)Remote support experienceSchedule:Initially schedules will center around 8:00am-4:45pm CST Monday-Friday throughout the training period (4-8 weeks)After training is completed, individual schedules will vary as we are a 24x7x365 operationSchedules are determined through a shift bid conducted twice per yearSchedules determined through the shift bid should remain effective for 6 monthsCandidates applying for this position should consider all possible outcomesThe compensation range for this position: $18.50 - $20.00 hourly Show more Show less Должностной уровень Молодой специалист Тип занятости Полный рабочий день Должностные обязанности Информационные технологии Отрасли ИТ-услуги и ИТ-консалтинг