Help Desk Analyst 1

Padmore Global Connections LLC; Conyers (GA); On-site; USD 32,000 - 42,000; Full time

Job summary

Padmore Global Connections LLC is seeking a bilingual Helpdesk Analyst to assist customers with tier one issues from our Conyers, GA location. You will handle high volumes of calls, log tickets, and escalate to second-tier support when needed.

Responsibilities include diagnosing hardware, software, and connectivity problems, opening vendor tickets, and maintaining a high level of customer service until ticket resolution. On-site role with strict adherence to SLA guidelines.

Qualifications

• Bilingual Spanish required.
• Six months of call center experience.
• High school diploma or GED.
• Experience with Outlook, MS Office, and Windows 7/10 is preferred.

Responsibilities

• Oversee daily support operations for tickets and inquiries.
• Answer inquiries about software/hardware and resolve issues.
• Monitor queues and escalate tickets as needed.
• Provide professional customer service and complete tickets to resolution.

Skills

Bilingual Spanish

Call Center experience

Education

High School diploma or GED

Job description

Short Description: Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.

Complete Description

LOCAL CANDIDATES

• This position is located at DDS Headquarters in Conyers, Georgia
• MUST be Bilingual, Spanish
• MUST have Call Center exp

Provides technical assistance to both internal and external customers for tier one issues. This position requires handling a high volume of calls in a call center environment focused on customer service.

Internal customer support involves troubleshooting hardware, software, and connectivity issues. The Analyst will be responsible for escalation to the appropriate second tier support, opening tickets with various vendors, and escalation to Senior level management.

External customer support ranges from general website support, assistance with password resets, online account management and the provisioning of mobile driver's licenses. The Analyst will be expected to provide a high level of customer service while handling a large volume of calls and difficult situations all the way to completion of the ticket.

Job Responsibilities

• Oversee the daily performance of computer systems and applications.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalated tickets until resolved.
• Confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Minimum Qualifications

• High School diploma or GED
• Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.

Preferred Qualifications

• 2+ years experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10.
• Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
• Knowledge of Apple iOS

This position is located at DDS Headquarters in Conyers, Georgia.