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Help Desk Analyst

Company: TEKsystems
Location: Richmond
Posted on: November 22, 2021

Job Description:

Description:This position is 100% phone support with excellent customer service skills required. This position will answer questions on basic and advanced technical issues and offer advice to solve them. The position is a 40 hour a week work shift that may vary due to business needs and coverage requirements. The position will primarily work from home, however there will be times when working onsite will be necessary. Over time is an option based on business needs. Rotating weekends and some holidays required. What will you do - Essential Responsibilities --- Interact professionally and efficiently with internal customers by assisting with their questions about any of our supported software, hardware, and computing platforms --- Perform remote troubleshooting through diagnostic techniques and ask pertinent and probing questions --- Walk the customer through the problem-solving process--- Ability to quickly identify business critical problems and escalate to appropriate levels --- Ability to be able to show patience, understanding and empathy with customers while focusing on problem resolution --- Address customer issues in a timely and professional manner Purpose of the role The associate will use skills such as problem recognition, research, and resolution steps to diagnose issues with the user. Basic problems are resolved while typically more complex problems are assigned to next level teams. The position involves the use of a problem management database and ticketing system. The associate can troubleshoot "open ended questions" on the fly and use Technology operational knowledge to resolve user concerns. The Solution Center is the first point of contact for internal associates. Providing an exceptional customer experience is a must! Qualifications and Requirements --- Minimum of 1 year support and/or customer service experience --- Excellent customer service skills required --- Ability to communicate effectively in a non-technical manner (written and verbal) --- Tech savvy with working knowledge of standard software products, databases, and remote control --- Good understanding of computer systems, mobile devices, and other tech products --- Ability to diagnose and resolve basic technical issues --- Reliable internet a must--- Proficiency in EnglishSkills:Help desk support, Help desk, Service desk, Customer service, Windows 10, ServiceNow, Windows, Ticketing systemTop Skills Details:Help desk support, Help desk, Service desk, Customer service, Windows 10, ServiceNowAdditional Skills & Qualifications:ServiceNow experience would set a candidate apart, since that is the ticketing system the customer uses. Strong communication skills and customer service centric attitude are also very important.Experience Level:Entry Level About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Keywords: TEKsystems, Richmond , Help Desk Analyst, Professions , Richmond, Virginia

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