Job Title: Help Desk Analyst
Location: Charlestown, MA
Duration: 3+ Month Contract
Position Description:
Our ideal candidate will have excellent customer service and communication skills, both written and verbal. You’ll need to have some prior technical training and/or IT support experience. The ability to multi-task is paramount; you’ll be the first to answer any incoming customer calls. You should be able to work independently, prioritize your work, and manage your time effectively, though we expect you to be a team player.
Responsibilities:
- Act as the first point of contact for customer intake, asking all the correct questions to determine the real issue at hand.
- Create incidents for incoming customer issues in ServiceNow.
- Assist customers with pre-documented entry-level tasks, such as password resets, lockouts, and other quick fixes.
- Escalate cases as needed when a task is either undocumented or if the task will exceed 30 minutes.
Required Skills:
- Associate degree or equivalent entry-level IT experience preferred.
- Experience with Office 365.
- Experience doing password resets via Active Directory.
- Experience using the ticketing system ServiceNow.
- Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization.
- Excellent listening, verbal, and written communication skills.
- Ability to work independently to prioritize your efforts and manage your time effectively.
- Exceptional customer service and de-escalation skills.
- Work experience in a customer service or call center role is a plus.
