Help Desk Analyst

Job title: - Help Desk Analyst
Location: - Conyers, GA
Duration: - 7+ Months

Provides technical assistance to both internal and external customers for tier one issues. This position requires handling a high volume of calls in a call center environment focused on customer service.
Internal customer support involves troubleshooting hardware, software, and connectivity issues. The Analyst will be responsible for escalation to the appropriate second tier support, opening tickets with various vendors, and escalation to Senior level management.
External customer support ranges from general website support, assistance with password resets, online account management and the provisioning of mobile driver's licenses. The Analyst will be expected to provide a high level of customer service while handling a large volume of calls and difficult situations all the way to completion of the ticket.

Job Responsibilities:

• Oversee the daily performance computer systems and applications.
• Answer user inquiries regarding computer software hardware pertain to resolve problems.
• Monitor ticket queues, assign tickets appropriate internal and external support staff, escalate tickets until resolved.
• Confer with users r conduct computer diagnostics investigate and resolve problems r to provide technical assistance and support.

Qualifications:

• 2+ years' experience handling customer, questions, complaints, and/or providing information in an IT call center environment.
• 2+ years experience performing as Helpdesk Technician with hands n knowledge in resolving issues with outlook, MS office, Win 7 and 10.
• Vocational/Technical degree in computer applications, computer technology r a closely related area from an accredited college
• Knowledge of Apple IOS