Help Desk Analyst
Position Overview
- Responsible for answering overflow/escalated service desk calls
- Responsible for placing outbound calls to customers
- Responsible for resolving or escalating incidents in a timely manner
- Attempt to identify what the underlying causes of issues within the infrastructure of a system and how to resolve them
- Optional project time if all responsibilities are met
Essential Job Functions
- Fluent in English, strong communication skills
- Troubleshooting Linux/Email/Windows/Citrix/Network/Database issues
- Provide a single, informed point of contact for customers
- Keeping customers informed on a request status and progress
- Incident categorization & severity verification
- Incident resolution
- Problem identification
- Problem escalation
Non-essential Job Functions
- Additional languages
Requirements
- Available at least 16 hours a week, full time available
- Commitment to excellence
- Excellent customer service skills
- Willingness to take responsibility to ensure issues are resolved
- Team player
- Critical thinking skills
- Professional customer service skills
- Excellent phone etiquette
- Excellent email etiquette
Other Skills/Abilities
- Driver’s license
- Lift 50lbs
Any and all potential candidates must comply with the Secure-24 Code of Conduct and Ethics Policy.
Apply Now
To apply for this job, please contact Secure-24 at jobs@secure-24.com with your resume and a list of references.
