helpdesk Analyst

Job Purpose: Provides technical support to callers by researching and answering telecommunications questions; resolving problems; providing resources.

Duties:

* Understands caller telecommunications issues by listening to problems and concerns; leading caller through problem-identification protocols.

* Resolves issues by researching documentation; troubleshooting hardware, software, or feature problem; guiding client through corrective steps; escalating problems to second level; tracking status of problems and solutions.

* Establishes service by walking callers through new installations and configurations.

* Improves caller capabilities by providing additional documentation; recommending training courses.

* Maintains help desk database by entering caller statistics, inquiries, and responses

* Avoids legal challenges by monitoring compliance with service agreements.

* Improves help desk results by recommending changes in information and processing.

* Updates job knowledge by tracking and understanding emerging practices and standards; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

* Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Skills/Qualifications:

Customer Service, Customer Focus, Telecommunications Knowledge, Technical Understanding, Emotional Control, Patience, Professionalism, Objectivity, Listening, Presenting Technical Information, Multi-tasking
You must have all of the experience listed above to qualify. COMSYS is an
Equal Opportunity Employer. Qualified applicants will receive consideration for
employment without regard to race, color, religion, sex, national origin,
ancestry, citizenship, disability, age, military or veteran status, and other
characteristics protected under federal, state, and local law.