IT Helpdesk Analyst

Position Description:

• Support the clients & provide resolution of procedural, process, information and technical problems for requests from testing center administrators submitted by Inbound Calls, email, chat.

• Multitask and support customers on more than one channel, call & chat at the same time.

• Document & provide audit trail of all problems and resolutions (problem description, troubleshooting steps taken, resolution) through the use of Incident Management tool.

• Take ownership of problems, and follow appropriate escalation paths to ensure the problems are resolved in timely and effective ways to meet customer service and Global Help Desk metrics.

• Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce problems in the windows XP & Win 7 platform based Prometric Applications.

• Act as advocates for the testing center administrators to ensure their needs and concerns are addressed and/or escalated.

• Follow established procedures for call and chat referral, escalation and problem resolution with Level 2 Engineers globally.

• Work with different Site / Onshore engineers to support

• Regular Follow-up with customer and different resolver groups or teams to work towards resolution of open tickets.

• Work cooperatively with other team members – including those in other regions.

• Recommend changes or additions to existing procedures that will improve the overall effective operation of the Global Help Desk support model.

• Perform other duties as assigned.

• Working knowledge into Active Directory preferred

• Logical bent of mind to isolate the root cause of the technical issues.

• Proficiency in Remote Desktop troubleshooting , router & LAN  troubleshooting

• Learn new skills and demonstrate high levels of proficiency with new technologies, tools and procedures as required.

CANDIDATE QUALIFICATIONS:

• Graduate in any discipline

• Experience- 0 to 2 Years in Technical Helpdesk preferred

• Proficiency with Command Prompt, XP, Win 7 and general networking commands and hardware configuration support.

• Understands Printer Troubleshooting

• Excellent customer service skills and focus.

• Ability to communicate in English (written and verbal) in a clear, concise and patient manner.

• Excellent listening and conversational skills

• Ability to work in NIGHT Shift with rotational weekly off

• Ability to work in a dynamic environment and adapt quickly to change.

• Ability to work as part of a team to accomplish common goals.

• Good conflict resolution skills.

• Good typing skills