Our client is seeking a dedicated and passionate individual to join their team as a Tier 2 Help Desk Analyst on a 6-month contract to hire basis. This individual will play a key role in ensuring the stability of our client's computer networks. This role requires 2+ years of equivalent work experience.
Key Responsibilities:
- Provide top-level customer service through phone and email support.
- Tackle and resolve escalated technical issues from Tier 1, including printer support, login issues, user access problems and so on.
- Close out or escalate user tickets accurately and in a timely manner.
- Document technical knowledge in the form of notes and manuals.
- Maintain a robust knowledge of systems/products and stays updated with the latest developments.
- Train other staff on troubleshooting and diagnosing problems.
- Help to implement new solutions to improve the technological functionalities and system performance within the organization.
Qualifications:
- Proven experience in a Tier 2 Help Desk role.
- Strong customer service skills, with a client-focused approach.
- Deep understanding and experience in printer troubleshooting and support.
- Familiarity with login issue resolution and user access rights management.
- Ability to prioritize and manage multiple tasks.
- Excellent problem-solving skills, with a proven ability to manage large volume of tickets.
- Ability to work collaboratively within a team environment.
