Job Details

Help Desk Analyst - Bilingual

SCHAUMBURG-60159, IL, US
11/15/2019

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Required Skills

    Active Directory
Company

Infinity Consulting Solutions, Inc

Experience

1 to 3 Year(s)

Job Description

HELP DESK ANALYST - BILINGUAL

Seeking a Help Desk Analyst who is fluent in English and Spanish to be responsible for answering Help Desk calls and tickets in a timely manner and assisting users with various systems issues.

The Help Desk Analyst maintains a proficient knowledge of technical programs and is able to assist users with a variety of problems.

The Help Desk Analyst may be also asked to assist in special projects coordinated by an internal Team Lead.

Responsibilities:

Provides friendly, courteous, and quality systems support to all users.

Strives to meet or exceed all SLA goals

Respond to incoming telephone calls, voicemail, web-submissions, emails and/or chat for assistance from users experiencing problems

Provide Level 1 technical support

Assist with advanced troubleshooting for special projects as directly by internal Team Lead

Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e. software, hardware and client specific applications)

Document customer requests in call tracking system

Route tickets accurately to second level support when needed

Recommends changes in policies/procedures to the Service Desk Team Lead

Stay current on and adhere to established policies, procedures and documentation

Requirements:

1+ years’ experience in a Call Center/Helpdesk position

Bachelor’s Degree with a minimum of one IT certification (i.e. HDI, A+, ITIL, MCSE, Network +) or related coursework desired but not required

Fluency in speaking Spanish

Knowledge in Microsoft Office 2013/2016 (i.e. Word, Excel, PowerPoint, Access)

Knowledge in Microsoft Outlook 2013/2016

Knowledge in Blackberry device setup and troubleshooting

Knowledge in Windows 7 and 10 Operating Systems

Knowledge of Citrix and VPN

Knowledge of Active Directory and user account changes

Strong customer service and communication skills

Technical aptitude with strong PC literacy skills

Strong problem solving skills and decision making ability

Effective listening skills

Ability to learn and apply technical information in a fast-paced, demanding work environment

Ability to follow policies and procedures; attention to detail

Ability to handle a large call volume

Flexibility to accommodate Help Desk’s hours of operation, open seven days-a-week, including holidays

Strong enthusiasm and desire to learn

Work well in a team environment

Strong written and verbal communication skills

Self-motivation and organization


Help Desk Support
Business Services

No Preference
Contract To Hire
Other
1

Candidate Requirements
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Bachelors

Walkin Information
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10/31/2019
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Recruiter Details
Doug Klares
1350 Broadway, Suite 2205, NEW YORK-10018, NY
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