Helpdesk Analyst I - Immediate Start

Helpdesk Analyst I
Atlanta, GA (Onsite)
3+ Years project

Job Summary: Delivers quality Helpdesk support to Client company employees, serving as a single point of contact for issue reporting and inquiries. Manages day-to-day service delivery and undertakes special projects as assigned. Develops and maintains rapport with other CIS support teams. Demonstrates diplomacy, tact, and effective communication with technical and non-technical personnel, both verbally and in writing. Exhibits creativity in research and provides recommendations to enhance customer support.

Responsibilities:

• Ensures customer satisfaction by responding to client calls and emails promptly. Logs all inquiries and issues in Incident Management and tracks them until resolution and closure.
• Ensures timely and accurate escalation of customer issues by documenting impact and assigning appropriate priority and resolution target.
• Conducts 1st level problem determination using documented procedures and available tools. Records issue symptoms and status information promptly to communicate and utilize other CIS resources effectively.
• Ensures incident resolution by maintaining an Action Plan for issue resolution, initiating and tracking incident assignments to technical resources, vendors, etc., and keeping the customer updated on resolution status.
• Initiates escalation as necessary to ensure management awareness of severe issues or those exceeding documented targets.
• Builds team spirit by assisting and coaching other staff members.

Qualifications:

• 2+ years of Client Support experience with use of support tools: phone, email, incident management (Remedy preferred), and remote support.
• 2+ years providing level one support of Microsoft (MS) XP operating system (MS Vista and Mac OS X preferred), MS Office Suite 2003 & 2007 including Outlook, IE 6 & 7 (Safari and Firefox preferred), Email messaging (Exchange and Lotus Notes), Active Directory, networking, hardware (laptops, desktops, peripherals, and Blackberry devices), and mainframe account administration (preferred).
• Strong dedication to customer service, excellent problem-solving skills, and inherent decision-making ability.
• Good initiative and assertiveness. Strong task management skills and ability to organize work efficiently, as well as to work well under stress and time pressures.
• Strong verbal and written interpersonal and communication skills. Superior telephone etiquette and ability to deal effectively with customers, vendors, peers, and management.

Metasys Technologies is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability status.