Help Desk Analyst - Incident & Desktop Support

Tierpoint LLC; Town and Country (MO); À distance; USD 25 000 - 30 000; Plein temps

Résumé du poste

TierPoint LLC is hiring an HDS Support Analyst to deliver quality customer service and first-line incident resolution for global clients. The role covers incident management, desktop support, and application support with ITIL-aligned processes.

Shift schedule includes Tue/Sat coverage with daytime hours, and a focus on clear, consistent ticket documentation. The successful candidate will have a high school diploma, 0–1 years IT support experience, and strong communication.

Qualifications

• High school diploma or equivalent.
• 0-1 years of technical and client support in an information technology environment.
• Familiar with components of a computer.
• Ability to type 45+ wpm.
• Ability to work in a fast paced and sometimes stressful environment performing multiple tasks at one time.
• Strong written and verbal communication skills are required.
• Excellent interpersonal skills and communication skills to work as a productive member of the Help Desk Services group.
• Ability to coordinate and prioritize multiple tasks simultaneously.
• Demonstrated capability to achieve results under pressure in a face paced client driven environment.
• Willingness to interact with clients in high pressure situations.
• Understanding of Microsoft Suites and Windows applications.

Responsabilités

• Provides quality internal and external customer service surrounding the Company values.
• Receive incoming calls from customer to open a service ticket following the Information Technology Infrastructure Library ( ITIL model).
• Navigating through technical documentation to determine troubleshooting steps for specific issues.
• Dispatching service needs to appropriate service providers.
• Understanding of client business impact on incidents and service requests.
• Takes ownership of all incidents and events until resolution and closure.
• Monitoring ticket queue to ensure that all contractual SLAs are satisfied.
• Take proactive steps to making sure client is up to date.
• Detailed and consistent documentation of incident or event notes in SolutionsDesk.
• Liaise with the Support Specialists and/or Engineering team to provide clear and detailed communication to customers regarding incidents.
• Assist in building and maintaining HDS knowledgebase to ensure rapid resolution of incidents.
• Maintain the highest level of professional accountability.
• Monitor internal customer systems and contribute to resolutions.
• Update service tickets when needed.
• Work in multiple ticketing systems when necessary to provide the best service.
• Handle customer and provider escalations to proper personnel.
• Maintain professional upbeat atmosphere with customers as well as fellow coworkers.

Connaissances

Customer service

ITIL knowledge

Deskside support

Active Directory

Windows OS

MS Office

Communication skills

Typing speed 45 wpm

Formation

High school diploma

Outils

Active Directory

MS Office Suite

Windows-based applications

Description du poste

TierPoint LLC is hiring an HDS Support Analyst to deliver quality customer service and first-line incident resolution for global clients. The role covers incident management, desktop support, and application support with ITIL-aligned processes.

Shift schedule includes Tue/Sat coverage with daytime hours, and a focus on clear, consistent ticket documentation. The successful candidate will have a high school diploma, 0–1 years IT support experience, and strong communication.