Help Desk Analyst Job

HELP DESK ANALYST needed for a CONTRACT opportunity with Yoh's client located in Parsippany,NJ.

WHAT YOU'LL BE DOING:

- All Helpdesk and Service Management analyst are responsible for monitoring the internal Hotline.
- Provide first tier support for all supported applications and services.
- Facilitate Problem/Call Resolution: Collect and gather the necessary information in order to troubleshoot and resolve IT related issues. Provide first tier support for all supported applications and services. Provide necessary escalation to 2nd and 3rd level support to resolve issues. Ensure all customer calls are closed to customer's satisfaction
- Email/Voicemail Monitoring: Continually monitor both the Email and Voicemail queues for the IT - Customer Service Helpdesk. This includes troubleshooting with the user community and ultimately, the logging and resolution of the incident. If the incident is not resolved at 1st point of contact, the HD must ensure the incident is properly assigned to the 2nd level support.
- Helpdesk Hotline Monitoring: All Helpdesk and Service Management analyst are responsible for monitoring the internal Hotline. The Helpdesk and Service Management Group are both primary contacts for the hotline and are expected to answer at all times during standard operational hours.
- Notifying End User Community of IT Related Outages: All Helpdesk and Service Management Analysts must be familiar with the IT Production Outage Process, as well as Helpdesk phone system in the event there is an IT related outage. Many instances will require the taking the lead and communicating status to the end user community via Email and Voicemail.
- Call Management: Proactively review open calls for outstanding issues and facilitate timely resolution of problem.
- Support Specialist: Develop expertise in at least 2 areas of technology. Act as lead in these disciplines and provide support to level one helpdesk staff. Proactively work with 2nd tier groups for these disciplines to identify new problem trends and work through resolutions.
- Adherence to Policy and Procedure: Act in accordance with IT related policies and procedures. Proactively avoid recurring issues and minimize the impact of problems.

WHAT YOU NEED TO BRING TO THE TABLE:

- Two or three years IT Industry experience.
- Two (2) plus years successful experience handling level 1&2 helpdesk/desktop support and training.
- Strong written, verbal and interpersonal skills. Strong pro-active task management and follow-up skills. Strong PC technical skills, including hardware and software configurations. Proficiency in usage and technical implementation of Microsoft Office software, including Word, Excel, PowerPoint, Email Platform (MS Outlook/Exchange), Windows Operating Systems.

BONUS POINTS! OTHERWISE KNOWN AS PREFERRED QUALIFICATIONS:

- B.B.A or B.S. degree is desirable

IF THIS SOUND LIKE YOU, APPLY NOW!

RECRUITER: Lori Sklarski

Yoh, a DayTHIS ADDRESS IS EXCLUSIVELY FOR INDIVIDUALS WITH DISABILITIES REQUESTING APPLICATION ASSISTANCE.

J2W: INFOTECH

TAX TERM: CON_W2J2WBRNY

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Branch: IT & Telecom