Help Desk Analyst in New York, NY Position Available In New York, New York

Job Description:

Help Desk Job in New York, NY A global publishing company located in Midtown New York, NY islooking for permanent Help Desk Analyst. An ideal candidatewill have a strong mix of technical ability (PC & Mac), excellentverbal communication over the phone and strong Customer Serviceexperience. This progressive company is continuing to evolveand grow their Help Desk department, and views this Help Deskposition as essential to that forward momentum. Please contact at 212.378.3778 for inquires and send resumes(Email Address Withheld by Request)

Position Description:

Looking for a motivated individual with strong communication skillsand at least 2 years of telephone customer support experience,working in a Service Desk handling inbound calls and providequality customer service in accordance with standards andguidelines set by the department.

• Provideexcellent customer service to ensure that all issues are logged,prioritized and resolved within SLAs. Handle and record all callsinto the Service Desk software system, via telephone, web serviceand email.
• Troubleshootand resolve tickets on first contact.
• Keepcustomers informed on the status of tickets logged.

Major Responsibilities:

• Providethe 100% phone support to customers across the organization.
• Ableto articulate solutions verbally and in writing via phone and webchat tools
• Workingas part of a team and on an individual basis, analysts to meetoperational targets as set by Management Team
• Correctlyre-assign requests which cannot be resolved by First LineSupport
• Havea good understanding of service level agreement workings; anddelivering to their various deadlines.
• Maintainingeffective liaison with customers and Service Desk colleagues withregard to on-going issues ensuring that changes are communicated tocustomers whilst keeping other members of the GTS team fullybriefed.
• Workingalongside the team bringing support and adding value wherepossible.
• Keepup to date with events affecting users to improve efficiency andeffectiveness of our service desk process.

Required Skills /

Knowledge:

• Excellenttelephone and customer service skills
• Workingexperience of Windows 7
• Workingexperience of Mac OSX
• Workingknowledge of Microsoft Office Suite and other Windows products
• Callcenter experience is a plus
• Workingknowledge of mobile devices (Blackberry and IPhone)

Experience Needed:

• Atleast two years of experience of working experience on a ServiceDesk or Helpdesk telephone environment (as well as other customerfacing experience)
• Handson experience of different

IT Systems Educational Background Required:

• Bachelor’sdegree in IT-related discipline preferred or experience to provideequivalent knowledge and skill
• ITILFoundation Certification preferred Please contact at 212.

378.3778 for inquires and send resumes(Email Address Withheld by Request)