Help Desk Analyst

Job Title:
Help Desk Analyst

Location:
Hartford, Connecticut

Hybrid Role (3 days onsite 2 days remote)

Rate : $25.00/hr on W2

Job Description:

• Exhibit quick-response customer support and work with clients over the phone to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues.

• Provide proactive follow-up, effective problem resolution, and end-to-end ownership of the problems.

• Ability to develop good rapport with technology staff to foster positive team development to ensure accurate and timely updates and resolution to customer issues.

• Must be customer centric and aggressive in promoting your customers' needs and getting them met.

• Must follow all documented help desk processes and procedures to ensure consistent, quality support to end users.

• Must answer and address all incoming service calls and emails and route accordingly.

• Keep well-documented, up-to-date case notes on all tickets daily.

• Ensure constant service ticket flow by escalating tickets that require higher-level assistance.

• Provide first level of customer support and resolve issues or escalate as needed.