Help Desk Analyst Job in Richardson 75082, Texas US
Title: Technical Support
Location: Richardson, TX
Duration: 6+ month Contract (March 27- June 2012 but they are expecting it to go further. They will convert to perm if your performance is good)
Start Date: March 27
Rate: email to discuss
**Must be open and flexible on shifts
**There was a previous similar class if this sounds familiar to start 3/5/12 but this is a new recent class request (If you were submitted before, you can be submitted again but now if you previously interviewed)
RESPONSIBILITY:
As the primary support contact for FAI customers, the Service Desk Analyst performs diagnostics and troubleshooting on incoming customer calls. In striving to meet and exceed FAI service standards (ATT, ACW, FCR, QA and Customer SLAs), the Service Desk Coordinator researches open and previous cases and continuously works to improve their technical knowledge and troubleshooting skills.
KEY ACCOUNTABILITIES:
Provide first-level support to customers’ requests by phone, email, and voice mail.
Perform diagnostics and troubleshooting of customers application, hardware, network and procedural issues.
Resolve customers POS and Enterprise service desk issues by troubleshooting over the phone with customer contacts.
Refer customers POS and Enterprise service desk issues to second-level support when necessary.
Ensure accurate cataloguing of all calls handled within ticket record database.
Perform follow-up call-backs with customers.
Keep up-to-date on all Support Center processes and troubleshooting procedures.
KNOWLEDGE/EXPERIENCE REQUIRED
· active directory, vpn, outlook, virus scan software, operating systems – windows 2007
· Strong knowledge of Windows NT operating system, hardware, software, PC assembly, PC Components, Networking, RAS, Hardware and Software
1-2 years equivalent work experience in Service Desk Industry (There will be no technical training, just client systems training.)
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· Knowledge of ITIL concepts (Information Technology Infrastructure Library)