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RESPONSIBILITIES:
Kforce has a client that is seeking a Helpdesk Analyst in Fredericksburg, VA.
Key Tasks:
Helpdesk Analyst answers and resolves inbound incidents at a large corporate help desk, efficiently and professionally, in a high-volume call center environment that operates 7 days a week
Manages the resolution of inbound incidents, balancing the need for customer service and issue resolution with the constraints of a call handle time goal
Translates complex, technical concepts into easy-to-understand language to assist non-technically oriented customers
As a Helpdesk Analyst, you will demonstrate a highly developed sense of integrity and commitment to customer satisfaction
Diagnoses hardware, software, printing, and network connectivity issues including LAN, WAN, WLAN and VPN access in a Windows and Apple environment, offering a variety of level 1 solutions over the phone
Using remote control tools assists customers when needed
Helpdesk Analyst troubleshoots corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed; Provides feedback on technical documentation for publication in Knowledge Base
Monitors the help desk queue and ensures tickets are resolved before the exceeded target completion date/time, or to the customer's satisfaction
Accurately and efficiently records all interactions with customers in an incident management tracking tool; Anticipates customer needs and proactively identifies solutions
Meets or exceeds statistical metrics regarding; ticket and call quality (accuracy), first call resolution, schedule adherence, average speed to answer, abandon call rate, and call handle time; Escalates high priority, high impact issues to the internal support teams
REQUIREMENTS:
Associates degree preferred
Relevant industry certifications preferred
Experience translating clinical and business workflow to IT requirements required
Experience in the use of desktop and mobile operating system and productivity software required
Basic knowledge of technical requirements and support of PCs, desktop devices and mobile devices peripherals required
Working knowledge of using remote control tools for assisting users, troubleshooting, and resolving problems preferred
Software and hardware deployment experience preferred
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
