Help Desk Analyst II

KēSTA I.T.•Conyers, GA

1d•Onsite

About The Position

KēSTA I.T. is actively seeking a Help Desk Analyst for an immediate contract engagement with our government client. This role will be responsible for responding to and resolving customer inquiries related to online service accounts, identity verification, address change transactions, and digital license issuance. The ideal candidate will have strong analytical and problem-solving abilities, excellent communication skills, and a commitment to delivering outstanding customer service while managing a high volume of calls with accuracy and efficiency.

Requirements

High School Diploma or GED.
At least 2 years of full-time call center support or customer service experience within the last 7 years.
Experience working in a high-volume customer service or call center environment.
Proficiency with computer applications and standard business software.
Strong verbal and written communication skills.
Excellent customer service and interpersonal skills.
Strong problem-solving and critical-thinking abilities.
Strong organizational skills with attention to detail and accuracy.
Ability to manage multiple priorities effectively.
Ability to work independently and collaboratively within a team environment.
Ability to adapt to changing policies, procedures, technologies, and workplace requirements.

Nice To Haves

3+ years of experience processing driver's license transactions.
5+ years of experience working in a high-volume call center environment.
4+ years of customer service experience.
Proficiency with Windows 11 and Microsoft Office applications.
Experience with identity verification or credential issuance processes.
Demonstrated ability to troubleshoot and resolve customer issues efficiently.
Experience supporting online service accounts or similar customer-facing technology platforms.

Responsibilities

Respond to and resolve customer inquiries regarding online service accounts, identity verification processes, address change transactions, and digital license issuance.
Handle an average of 65–90 customer calls per day while maintaining established service levels and quality standards.
Provide professional and effective customer service when addressing complex customer issues.
Analyze customer concerns and identify appropriate solutions in a timely manner.
Maintain accurate documentation and records of customer interactions and transactions.
Adapt to a fast-paced and evolving work environment while maintaining a positive and professional attitude.
Respond professionally and promptly to inquiries from management, stakeholders, and business partners.
Participate in task forces, project teams, and workgroups supporting departmental and organizational initiatives.
Build and maintain productive relationships with internal departments and external business partners.
Contribute to continuous process improvement initiatives.
Support organizational goals and assigned operational objectives.
Stay current on policies, procedures, and technology updates relevant to assigned responsibilities.
Manage multiple priorities while maintaining accuracy, efficiency, and a high level of customer satisfaction.