Phone-First Help Desk Analyst – End-User Support

ZTS-Systems LLC; Leola, Northern (PA, KY); Ibrido; USD 22.000 - 30.000; Tempo pieno

Descrizione del lavoro

ZTS Systems seeks a Help Desk Analyst to provide 1st line technical support by phone, handling password resets and application issues. The role is 100% on the phones with focus on reliability and clear communication, in a collaborative team setting.

The ideal candidate has customer service experience and basic IT knowledge; on-the-job training will cover Remedy ticketing, AD basics, and Windows/Office 365 support to solve end-user problems.

Competenze

• Experience with call tracking and ticketing software.
• Attentive to details and resourceful with documentation.
• Able to support users with limited knowledge of computers, software, and hardware.
• Above average communication skills and telephone manner.
• 1+ years IT Service Desk or Call Center experience.

Mansioni

• Provides technical assistance, support, and advice to end users for hardware, software, and systems via phone.
• Investigates and resolves computer software and hardware problems of users.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Creates and expands Remedy trouble tickets to Tier 2 or 3rd party providers as needed.
• Diagnose and coordinate the repair of products by dispatching and tracking service providers.
• Maintain quality standards and strong customer service in a team environment.

Conoscenze

Customer service experience

Excellent communication

Teamwork

Attention to detail

Organizational skills

Ability to support non-technical users

Strumenti

Call tracking software

Remedy ticketing

Active Directory administration

RACF

Windows OS support

Office 365 administration

Descrizione del lavoro

ZTS Systems seeks a Help Desk Analyst to provide 1st line technical support by phone, handling password resets and application issues. The role is 100% on the phones with focus on reliability and clear communication, in a collaborative team setting.

The ideal candidate has customer service experience and basic IT knowledge; on-the-job training will cover Remedy ticketing, AD basics, and Windows/Office 365 support to solve end-user problems.