Job Details

  • Title: IT Help Desk Specialist
  • Code: RCI-43462-1
  • Location: Tampa, FL 33634
  • Posted Date: 12/01/2021
  • Duration: 12 Months
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  Job Description

Job Summary:

  • As a member of the Specialty Service Desk, the Help Desk Analyst is responsible for providing technical/application support to Client employees in the Field and Scientific divisions via phone, ticket or chat inquiries.
  • Expectations include an ability to build rapport and develop relationships with end users, strong problem resolution/troubleshooting skills and an ability to provide a high percentage of First Level Resolution.

 

What you get to do every day:

  • Accept incoming calls, redirect calls/tickets, if necessary, to appropriate support groups for resolution while identifying and setting end user expectations for follow-up during the initial interaction.
  • Handle incoming chats within department SLA.
  • Provide follow-up and status update inquiries to end users on your daily open ticket queue guideline.
  • Utilize Knowledgebase to address end user inquiries and create Knowledgebase draft articles to address knowledge gaps.
  • Create tickets and document all activities in Client ticket system (ServiceNow).
  • Escalate more complex problems or unresolved issues to next level of support.

**NOTE: Responsibilities of this role are not limited to the details above. **

 

Qualifications:

  • Bilingual (English/Portuguese)
  • Minimum of 2 years Help Desk experience
  • Excellent Customer Service skills
  • Experience with call center telephony and ticket system software (Remedy, ServiceNow, Salesforce)
  • Experience supporting applications running on Windows operating system
  • Experience supporting web based applications
  • Strong analytical skills and demonstrated ability to troubleshoot
  • Flexibility for working hours (Any shift between 7am thru 7PM Monday - Friday)
  • Must be able to work remotely at least 50% of the time
  • Basic understanding of ITIL Methodology (not a requirement)