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Help Desk Analyst I in Duluth, GA at HUNTER Technical Resources

Date Posted: 2/26/2019

Job Snapshot

Job Description


Help Desk Analyst I

Hours could include some weekend hours. This is an ENTRY level position.

Summary:
The desk coordinates incoming requests with incident management, technical support, and account management resources to provide rapid response to application and infrastructure events.

Responsibilities:
- Answer incoming calls and work within a very structured and team oriented environment
- Interact with technical resources both internal/external to proactively triage and resolve incidents.
- Provide timely, professional, and accurate responses to clients’ issues.
- Maintain an expert capability level within ticketing and paging systems. [Service Now / xMatters]
- Troubleshoot issues across multiple applications, within a limited information environment.
- Respond to email notifications and inquiries as needed to ensure issues are resolved quickly.
- Initiate event bridges that result from an outage or critical events.
- Must be able to correctly determine the impact and urgency of issues and respond appropriately, according to pre-defined processes.

Qualifications:
- Excellent customer service skills.
- Excellent written and oral communication skills
- Working knowledge of MS Windows operating systems and MS Office Suite

Preferred Qualifications:
- HDI Help Desk Analyst certified
- Experience with ticket tracking systems.
- Experience with mainframe systems, databases, and or Network Operations