Service Desk Analyst

TEKsystems•Baltimore, MD

3d•$20 - $20•Hybrid

About The Position

Our client is looking for a Helpdesk Technician to provide phone support. The daily responsibilities include logging, tracking and resolving an average of 40 to 50 customer interactions per day. Specific responsibilities include acting as the customer advocate for problem resolution, demonstrating intermediate-advanced trouble-shooting skills, handling, diagnosing, and resolving end user calls in a single point of contact help desk environment, and providing assistance to other members of the team. An average call lasts approximately 6 minutes; first call resolution rate goal is 75%. The most common calls are listed below: 1. Microsoft Outlook 2. Microsoft Word 3. Desksite (a DMS, Document Management System, used to save / search / retrieve / share documents across the network) 4. Mobile devices 5. IP Phones 6. Document formatting 7. Supports additional tasks and initiatives as directed by leadership

Requirements

Microsoft Outlook
Microsoft Word
Desksite (a DMS, Document Management System, used to save / search / retrieve / share documents across the network)
Mobile devices
IP Phones
Document formatting

Responsibilities

Logging, tracking and resolving an average of 40 to 50 customer interactions per day.
Acting as the customer advocate for problem resolution.
Demonstrating intermediate-advanced trouble-shooting skills.
Handling, diagnosing, and resolving end user calls in a single point of contact help desk environment.
Providing assistance to other members of the team.
Supports additional tasks and initiatives as directed by leadership.