Help Desk

Position:   Help Desk Analyst Level 2? End User Support

# of Positions 6

Approximate length of assignment:   Indefinite

Start Date: ASAP

 

Duties: This position will work in the Customer Solution Center in Pittsburgh as Help Desk Analysts specializing in End-User support during an 8 hour work shift in a 24 X 7 environment. Candidates must be able to work shifts during the week and weekends.

Successful Candidates will be required to meet the following on-the-job criteria:

 

Measurable

 

All Candidates will need to resolve 65% of the calls received on a monthly basis.

All Candidates will need to be available to the customer 75% via the phone system.

Tardiness and call offs will be monitored closely.

Surveys response and scores will be measured.

Knowledge Base utilization will be measured on a weekly and monthly basis.

 

Intangibles

 

Candidates need to interact well with other team members.

Candidates need to be able to step out of the box when needed.

Team work is a must.

Soft skills are just as important as Technical Skills.

 A 90 Day Probation Period will be initiated with monthly feedback from the team leads.

 

 

Position Requirements:

Must Have:

 

Background in Basis PC Software/PC Hardware Skills

Excellent Customer Service Skills

Personable Person

Team Player

Self Driven and Motivated

Must be able to handle > than 40 calls a day

Able to Resolve VPN, Broadband, Wireless calls for Remote Users

Helpdesk Experience - At least 1 year

Willing to Learn

Provide statistics to demonstrate performance on the help desk.

 

 

Beneficial

 

Lotus Notes Experience

SAP Background

Siebel

Citrix

HDI Certified

Advanced Office XP Experience

 

Plus

 

Strong LAN and WAN skills

SAP Functional Experience

 

 

Skills considered a plus:

 

- Strong LAN and WAN skills

SAP Functional Experience