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Senior Helpdesk Analyst

Company: TEKsystems
Location: Minnetonka
Posted on: February 21, 2021

Job Description:

Description:Top 3 Skills1. Proven ability to organize and categorize a significant amount of Data2. Strong Presentation and Communication skills3. Excellent proficiency with Training Tools like PowerPointAdditional Information- This individual will be working closely with the Data Security SME. They will be assisting with the development of Knowledge Articles and Training of the Support Team. Strong Organizational Skills are needed. PowerPoint will be used for presentations to the Support Team. This individual will be gathering information, categorizing it and the delivering it to the Support Team taking calls from End Users. They will be giving presentations and must be comfortable in front of groups of people. In addition, this individual may be asked to take escalated Level 1.5 Phone Support Calls from End Users with specific Data Security questions. Someone with an IT Support, Project Management, Project Coordination and/or Technical Writing would be a good fit. - The most common issues that Technicians troubleshoot are 1. Connecting Mobile Devices to the Exchange Server 2. Registering devices to login to the mobile network 3. Password Re-Sets.- More Citrix/Thin App. related calls during the 2nd and 3rd shifts.- The team's focus is on first call resolution - there is no timeline to troubleshoot issues. Quality is the focus. - There are 15,000 - 18,000 global end users that this team supports. This team supports all IT issues world wide. The team has Level I and Level II Support. - 83-85% first call resolution. They use Remedy as their ticket tracking system. - There are 36 people on the team running 24x7. - 30 - 40 calls a day is the average call volume for first shift, second shift takes 15 - 20 calls a day and third shift takes 5 calls a day. Typical calls are: multiple logins, auth. of Tokens, cell phone, e-mail and custom applications. - Sr. Analysts and Leads are available to assist within the Helpdesk. - All calls are routed to the central Helpdesk - this includes all salespeople and -other calls-. The type of call and issue being resolved varies quite a bit from HW to SW issues. There are 4 Sr. Analysts and 25-30 Service Desk Technicians. SummaryLooking for a Help Desk Specialist to provide world class customer service experiences to the variety of internal clients. Key to the success of this position are the individual's communication skills and customer service skills. Technical experiences or a strong interest and aptitude for technology is also required. - Candidates must be able to follow directions and scripts as well as work by a defined process. - Should have IT/Technical knowledge aptitude and or interests in technology. - Candidates who have worked with different software programs will at least have an understanding of basic functionality. - Prior help desk experience is helpful but not a requirement. - Candidates should not have more than 3 years prior IT support experience. Key Skills- Strong customer service & oral communication skills - Technical Aptitude & interests - Ability to follow policy & directions (or scripts) - Document questions/answers (written communication skills) - College degree (preferred, not required)Skills:Customer Service, Help Desk, MS Office, Windows 7/10, Phone SupportTop Skills Details:Top 3 Skills1. Proven ability to organize and categorize a significant amount of Data2. Strong Presentation and Communication skills3. Excellent proficiency with Training Tools like PowerPointAdditional Skills & Qualifications:N/A.Experience Level:Expert Level


About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Keywords: TEKsystems, Minnetonka , Senior Helpdesk Analyst, Professions , Minnetonka, Minnesota

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