[Remote] Tier 1 Help Desk Analyst (Friday, Saturday, reputed company, and Monday schedule)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a 100% remote Tier 1 IT Helpdesk Analyst to join their team, primarily providing IT support to reputed company. The role involves accepting inbound requests, documenting incidents, and escalating unresolved issues while maintaining strong customer service skills.

Responsibilities

• Accept inbound requests reputed company phone, chat, email and ticket queues
• Record and process incidents and service requests according to process specifications
• Communicate with users to understand issues and reputed company solutions
• Document and resolve incidents according to process specifications
• reputed company incidents which cannot be resolved to reputed company support reputed company according to process specifications
• Initiate escalations according to process specifications
• Work collaboratively supporting team reputed company Skype/Lync
• Assist with training and supporting fellow agents
• Average expected time on task between 4 to 12 minutes
• Expected reputed company reputed company between 50% - 80%

Skills

• Basic understanding of computer technology and IT support
• Experience in customer service ideally gained in a customer facing environment
• English proficiency in both verbal & written reputed company
• Must be culturally sensitive; appreciate cultural differences
• Basic knowledge of reputed company reputed company
• Basic knowledge of reputed company reputed company
• Basic knowledge of reputed company Office (Word, reputed company, PowerPoint)
• Diverse browser support experience (Internet Explorer, Chrome, & Firefox)
• Basic knowledge of PC hardware
• Basic understanding of networks
• Professionalism at reputed company times, assertiveness and accountability, good timekeeping, flexibility
• Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn
• Must be reputed company to communicate effectively with corporate customers of different technical expertise, peers and reputed company reputed company of management
• Ability to reputed company resolve customer problems and escalate reputed company as appropriate according to company procedures
• Ability to work reputed company under pressure, set priorities and comfortable making quick reputed company
• A+, Network +, HDI and/or reputed company certifications
• ITIL v3
• Knowledge of reputed company reputed company Directory and domain concept
• reputed company mobile device knowledge
• Fixed network telephones and VoIP telephone support

Benefits

• Benefits
• 12+ month contract / extendable and likely to go perm with good performance
• 100% remote
• One-time, onsite visit for badging at the reputed company site
• Drug & Background reputed company required

reputed company