Help Desk Analyst

CCCi is celebrating 30 years of experience providing excellent IT resources to our customers. We need a Response Line Center (RLC) analyst for a fortune 100 client. This is an excellent opportunity for an analyst to be responsible for providing the frontline, single point of contact for customers requiring assistance from the IT organization for problem resolution, service requests, and new events. The RLC analyst must combine World Class customer service and technical skills to ensure that IT s customer s needs are resolved with the first call as often as possible. The RLC analyst must ensure that all cases are completely and appropriately documented so that trend analysis and call avoidance analysis can be completed. This position is a technical expert who consults with and resolves technology issues for clients and develops solutions. This position is critical for ensuring that customers technology needs are met and that customers are satisfied. This is a 24- hour, 7-day operation. Shift work may be required. This position is located in Birmingham , Alabama and the initial contract is for six months with options for extensions.

Skills and/or Required Background: B.S. degree in a technology-related field (preferred), 1 to 3 years experience in computer/technology field(preferred), an understanding of infrastructure and telecommunication transport, Ability to build and maintain relationships within IT and other departments, Demonstrated willingness to take ownership of technical issues, Exceptional analytical abilities and problem solving skills, Ability to manage multiple tasks and multiple priorities, Ability to make decisions with little or no management input and in absence of prior existing guidelines, Self starter, initiative and independent thinking, Strong customer service skills, Strong oral and written skills, Must demonstrate behaviors consistent with the values of unquestionable trust, superior performance and total commitment. (Clarify, Remedy, SMS, Microsoft Applications, MS Office 2007, Windows Operating Systems (XP.), Blackberry's, VOIP)