Client Services - Help Desk Analyst I

MW Partners is currently seeking a Help Desk Analyst to work for our client who is a leading global insurance company.

Responsibilities and duties:

• Provides basic help desk support for problems and service requests related to hardware software network/mainframe connectivity and application support.
• Acts as representative of technical services to its customers.
• Initiates escalates or resolves problem tickets and/ or service requests.
• Troubleshoots and resolves technical problems escalates to support resources.
• Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations.
• Conducts timely 1st level problem determination for incidents using documented procedures and accurately documenting the issues using the appropriate toll(s).
• Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely accurate and professional manner.
• Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources.
• Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.
• Must be able to provide clear concise information through written and verbal communications.

Requirements:

• High school diploma or equivalent required
• Bachelors degree preferred (Business or Computer Sciences)
• One year of technical help desk call center experience in an enterprise environment
• Recent college grads (Bachelors degree in Business or Computer Sciences fields attained within past 24 months) looking to pursue an IT career may be considered in lieu of work experience
• 40 WPM Typing
• Remote support experience preferred

For a confidential discussion or to find out more contact Ritika Raghuwanshi onor apply now.