Help Desk Analyst in New York, NY

Location: New York
Posted on: November 20, 2024

Job Description:

 
Help Desk Job in New York, NY
 
A global publishing company located in Midtown New York, NY is looking for permanent Help Desk Analyst.  An ideal candidate will have a strong mix of technical ability (PC & Mac), excellent verbal communication over the phone and strong Customer Service experience.  This progressive company is continuing to evolve and grow their Help Desk department, and views this Help Desk position as essential to that forward momentum.
 
Please contact at 212.378.3778 for inquires and send resumes (Email Address Withheld by Request)
 
 
Position Description:
 
Looking for a motivated individual with strong communication skills and at least 2 years of telephone customer support experience, working in a Service Desk handling inbound calls and provide quality customer service in accordance with standards and guidelines set by the department.
 
•             Provide excellent customer service to ensure that all issues are logged, prioritized and resolved within SLAs. Handle and record all calls into the Service Desk software system, via telephone, web service and email.
•             Troubleshoot and resolve tickets on first contact.
•             Keep customers informed on the status of tickets logged.
 
Major Responsibilities:
•             Provide the 100% phone support to customers across the organization.
•             Able to articulate solutions verbally and in writing via phone and web chat tools
•             Working as part of a team and on an individual basis, analysts to meet operational targets as set by Management Team
•             Correctly re-assign requests which cannot be resolved by First Line Support
•             Have a good understanding of service level agreement workings; and delivering to their various deadlines.
•             Maintaining effective liaison with customers and Service Desk colleagues with regard to on-going issues ensuring that changes are communicated to customers whilst keeping other members of the GTS team fully briefed.
•             Working alongside the team bringing support and adding value where possible.
•             Keep up to date with events affecting users to improve efficiency and effectiveness of our service desk process.
 
Required Skills / Knowledge:
•             Excellent telephone and customer service skills
•             Working experience of Windows 7
•             Working experience of Mac OSX
•             Working knowledge of Microsoft Office Suite and other Windows products
•             Call center experience is a plus
•             Working knowledge of mobile devices (Blackberry and IPhone)
 
Experience Needed:
•             At least two years of experience of working experience on a Service Desk or Helpdesk telephone environment (as well as other customer facing experience)
•             Hands on experience of different IT Systems
 
Educational Background Required:
•             Bachelor’s degree in IT-related discipline preferred or experience to provide equivalent knowledge and skill
•             ITIL Foundation Certification preferred
 
Please contact at 212.378.3778 for inquires and send resumes (Email Address Withheld by Request)
 

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