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Job title

Customer Support Analyst I (MG)

Company Tekmark Global Solutions, LLC
Wage between $0.00 - $0.00 Annually
Location United States, Texas, Fort Worth
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 10/3/2009
Description

The Customer Support Analyst will answer incoming calls from "Client" Associates requesting problem resolution assistance or information regarding access to, or operation of "Client's" technology solutions. Create Remedy Help Desk tickets documenting problems, and resolve, forward to an appropriate group, or escalate to the Command Center, as dictated by standard procedure and the circumstances of the problem.

Additional Job Duties:

  • Monitor Remedy console for Service Requests, and process Service Requests, or forward to appropriate technology groups as required, following established approval policies according to the type of service requested.

  • Achieve and maintain established objectives for various metrics specific to Service Desk operation.

  • Learn and apply Service Desk policies and procedures, Remedy Help Desk, Change Management and Service Request applications, and associated workflows, specifically as implemented by client.

    Required Skills: Job Requirements:

  • Customer-First attitude.

  • Thorough understanding of desktop operating system, electronic mail systems, desktop applications including Microsoft Office Suite applications and ability to learn to support "Client" -proprietary applications.

  • Strong knowledge of desktop computer components and peripheral equipment, their functionality and typical behavior.

  • Strong troubleshooting capabilities. Organized, analytical thinking.

  • Excellent communications skills, both verbal and written.

  • Excellent interpersonal and teamwork skills, to facilitate interactions with Service Desk personnel, business customers, members of other T2 teams.

    Hours of Work:

  • Exact shift TBD, but Service Desk hours are 6:00 AM ' to 6:00 PM, CST.

    # of Years Required: 2 to 3 years

    Preferred Skills: Support desk a plus, great customer service is a must.

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    Experience/Skills
    See Above
     
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