Help Desk Analyst

IRMC, a leading provider of outsourced customer care and receivables management solutions, continues to experience significant growth and is seeking talented candidates for this position at our north Columbus operations center.

 

This position provides expert and creative solutions to customer and technician problems in a professional manner based on current center standards and available information, communicating effectively with customers using E- Support (remote control, E-Mail, Chat, etc.), phone skills, and written messages.  They will ensure that customer problems are escalated or solved in a timely manner and in accordance with current center procedures, be responsible for maintaining and expanding their knowledge of the current IRMC IT environment and creating contact/relationships with IRMC IT Problem Solvers to collectivity solve customer problems, and handle the calls to the Service Desk.

 

Specific responsibilities include:

Troubleshoot and resolve technical issues described by front end users. 

Ability to assess technical errors and determine resolution process.

Follow-up on issue resolution via communication with front end users.

Follow all Service Desk IT procedures.

 

 

Qualifications include:

 

Technical ? Good understanding of overall technology concepts, terminology, and an intermediate knowledge of all Microsoft software applications.

 

Communication ? Must have excellent communication skills, verbal and written.

 

Service - Must have a customer service mentality for both internal and external customers.

 

Help Desk experience or knowledge of Magic Service Desk will be helpful as well as any IT certifications.