Help Desk Analyst I
Location:
Posted:
November 22, 2016
Reference:
02380-0008938961
Robert Half Technology is currently searching for multiple Help Desk professionals in the Down Town Kansas City, MO area. Please see the below information and email directly to billi.kiester@rht.com. Description: Functions as single point of contact for all technical support for internal and/or external clients. • Senior level will make all attempts to provide first call resolution for issues in reference to desktop or laptop systems. • Serve as liaison between associates, Technology Services, management, support groups and business units. Utilize software solutions, knowledge base, personal knowledge, and computer systems to resolve and track user incidents • Perform client call back and follow-up to ensure best possible customer support experience. • Maintain an awareness of all planned and unplanned events potentially affecting customer support. JOB DUTIES: Provide technical support by communicating via phone, email and chat with internal and/or external clients requiring assistance or information. • Interpret client's needs and utilize software solutions and personal knowledge and troubleshooting skills to identify possible resolutions. • May remote control desktops in order to resolve technical issues. Remotely install software or perform updates. • Follow established procedures to handle inquiries and resolve concerns to ensure client satisfaction. • Handle client communications using incident handling, escalation, quality measurement procedures, and work instructions. • Use software solutions and computer systems to accurately document and track client contacts. Adapt to changes in user demands, work environment, and changes to processes or requirements. • Maintain a technical working knowledge of product or products supported by the department. • Consult with Senior Support Specialists as needed to respond appropriately to the client. Perform other duties as assigned. JOB REQUIREMENTS: • One year technical support experience or the equivalent through a combination of education and related work experience. • Experience in supporting Microsoft operating systems, networking connectivity, computer peripheral equipment, software applications and remote control. • Ability to communicate clearly and calmly on the telephone, email and chat and to use effective customer service techniques with associates who may be under stress. • Effectively demonstrate oral, written, and interpersonal communication skills. • Ability to interact with all levels of associates.
A little about us:
Founded in 1948, Robert Half (NYSE: RHI) is the world's first and largest specialized staffing services firm.

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