Job Title: Help Desk Analyst - Bilingual preferred
Job Location: NJ:
Pay Rate: competitive
Job Length: full time
Start Date: 2010-06-10
Company Name: MISI Company
Contact: Sarah Bulkley
Phone: 732.362.2600
Fax: 732.362.2601
Description: Help Desk Analyst - Bilingual preferred
* Bi-Lingual (French / English) or (Spanish/ English) candidates preferred.
Please send resumes to Shaun Leibowitz at sleibowitz@misicomp
SUMMARY: The Help Desk Analyst is responsible for resolving incoming telephone requests for technical assistance on standard commercial and proprietary applications. The ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Help Desk Analyst role. Help Desk Analysts are subject to shift change to adapt to the business needs of the Help Desk. KEY DUTIES: * Provide comprehensive technical support services to customers and service providers. * Assess reported issues and as necessary work directly with service providers for escalation and timely issue resolution. * Self-monitoring of Remedy tickets to insure proper escalation and resolution of issues consistent with helpdesk SLAs. * Communication with several IT Infrastructure support groups to appropriately escalate issues and follow up on issues to drive resolution for the customer. * Create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness, and timeliness. * Confirm and update customer profile information as needed. * Maintain technical proficiency in all applications utilized by client * Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels. * Perform customer support related tasks and special projects as assigned by management. * Liaise as necessary interdepartmentally to seek resolutions to all issues reported. * Organize and utilize all support resources provided including emails, documentation, contact lists, etc. REQUIRED: Skills * Excellent verbal and written communication skills * Excellent teamwork skills * Dedication to customer service * Microsoft Office Suite, Windows Operating Systems, SMS Remote Tools, Cisco authentication software, ACE VPN account Management, and Web-based applications * Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario * Proficiency with LAN/WAN troubleshooting * Ability to perform root cause analysis and determine appropriate course of action based on result Education * BA or Vocational school degree preferred or equivalent work experience * Microsoft Certified Professional certification a plus Experience * Minimum of 6-12 months of previous call center, computer support, or customer service experience preferred. Bi-Lingual (French / English) candidates preferred. MOUSE certification is a PLUS Working Relationships * Maintain inter-department relationships to resolve client issues * Effectively communicate with extended service providers and IT infrastructure groups * Develop communication and working relationship with Supervisor
Please refer to Job code 10-01310 when responding to this ad.
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