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Help Desk Analyst

Company: MW Partners
Location: Oklahoma City
Posted on: March 16, 2023

Job Description:

Job Description MW Partners is currently seeking a Help Desk Analyst to work for our client who is a leading global insurance company. Provides phone and chat support for business and IT customers technical problems and service requests; records problem symptoms and information for escalation of the more complex problems to higher level support; maintains knowledge of relevant products and service offerings to provide accurate solutions; acts as representative of technical services to its customers. Responsibilities and duties:

  • Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support within a 24x7x365 support team.
  • Acts as representative of technical services to its customers.
  • Initiates, escalates, or resolves problem tickets and/ or service requests.
  • Troubleshoots and resolves technical problems, escalates to support resources.
  • Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations.
  • Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s).
  • Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner.
  • Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources.
  • Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.
  • Must be able to provide clear, concise, information through written and verbal communications. Requirements:
    • High school diploma or equivalent required
    • Bachelors degree preferred (Business or Computer Sciences)
    • One year of technical help desk call center experience in an enterprise environment
    • Recent college grads (Bachelor's degree in Business or Computer Sciences fields attained within past 24 months) looking to pursue an IT career may be considered in lieu of work experience Required Skills
      • Flexibility to work within 24x7x365 support team
      • 40 WPM Typing
      • Remote support experience preferred For a confidential discussion or to find out more, contact Rhea Ann on 415-858-7347 or apply now. Company Description MW Partners is a rapidly growing Women and Minority owned company that provides Professional and IT Staffing Services on a contract, contract to hire and direct hire basis. by Jobble

Keywords: MW Partners, Oklahoma City , Help Desk Analyst, Professions , Oklahoma City, Oklahoma

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