Help Desk Analyst at Mola Group Corporation
New York City, NY 10001
About the Job
Helpdesk Analysts
Location: New York, NY
Duration: 1 Year
Helpdesk Analyst shall have at least one (1) year of experience working in a help desk environment as a helpdesk technician/analyst.
The Level 1 analyst shall be responsible for, but not be limited to the following services:
Technical assistance to end users.
Maintain log in call tracking software of all client proactive and reactive services requests.
Telephone support, screening and call avoidance, initial problem determination and resolution, and dispatching, if necessary.
Client account maintenance in ServiceNow.
Quality control of tickets (correct subjects, locations, and phone numbers).
Remote desktop support utilizing a LAN based or dial up product to assume control of the user machine and effect remote fixes.
Act as interface between technology groups and the end users.
Monitor open tickets and follow up on closed resolution.
_________________________________________________________
Level 2 Helpdesk Analyst (helpdesk lead)
Location: New York, NY
Duration: 1 Year
Level 2 Helpdesk Analyst shall have at least three (3) years of experience working in a help desk environment as a helpdesk technician/analyst.
In addition to the services of the Level 1 Analyst above, the Level 2 Helpdesk Analyst shall also provide, but not be limited to, the following services:
Act as Team Lead for Level 1 Analysts.
Assist end users in more complex problem resolution.
Provide resource coordination with external support entities.
Act as backup person for the TSC Project Manager.
__________________________________________________________
Helpdesk Supervisor
Location: New York, NY
Duration: 1 Year
Helpdesk Supervisor shall have at least three (3) years of experience working in a help desk environment as a helpdesk technician/analyst.
Supervise the daily operations of the helpdesk, ensuring the delivery of high-quality technical assistance to end users.
Coordinate call taking, triage, and dispatching activities to ensure timely resolution of issues.
Provide telephone support and screening, effectively determining the nature of problems and escalating them as required.
Oversee level 1 remediation activities and escalate calls for desk side/server side resolution.
Utilize the InContact ACD system to interface with the Client phone system, directing, queuing, presenting, and recording calls in the order of receipt.
Configure and maintain the ACD system, including setting up welcome messages, menu options, call prioritization, call back functionality, and off-site access during emergencies.
Ensure fault tolerance and monitor call metrics and reporting for performance evaluation and process improvement.
Update and maintain current client lists, personnel lists, personnel folders, master codes, data entry, and product identification information.
Manage and lead a team of helpdesk personnel, providing guidance, coaching, and training as needed.
Foster a positive and collaborative work environment, promoting teamwork and excellent customer service.
___________________________________________________________
Help Desk Manager
Location: New York, NY
Duration: 1 Year
Helpdesk Manager shall have a minimum of three (3) years of professional or technical experience in IT with a strong background in all aspects of customer service.
The Help Desk Manager shall be responsible for maintaining control over the work duties, schedule and performance of the Contractor project team. Such services shall include but not be limited to the following:
Incident escalation.
Monitor ongoing activities of the TSC (including, but not limited to, the tracking of aging of tickets, same day closure, and other statistics).
Interface with Client personnel and high priority users/situations on an ad-hoc basis for monitoring client satisfaction.
Maintain and improve Service Levels.
Interface with BTDS management on day to day operations and long-term strategy.
ServiceNow administration (including, but not limited to, user and group administration, troubleshooting of problems and business rule development).
Period and ad hoc reporting through Crystal Reports.
Weekly analysis of TSC performance and events.
Develop processes and periodically update documentation of TSC operations.
Develop and distribute user satisfaction surveys.
Introduce new methods for increased productivity and decreased costs by using new business processes, tools, and applications.
Maintain library of common fixes of Client problems (including, but not limited to distributing notifications and publications to appropriate personnel, and add to knowledge base).
Work with Client in assuring that the TSC is kept current with new hardware and software (including, but not limited to, Client applications).
Location: New York, NY
Duration: 1 Year
Helpdesk Analyst shall have at least one (1) year of experience working in a help desk environment as a helpdesk technician/analyst.
The Level 1 analyst shall be responsible for, but not be limited to the following services:
Technical assistance to end users.
Maintain log in call tracking software of all client proactive and reactive services requests.
Telephone support, screening and call avoidance, initial problem determination and resolution, and dispatching, if necessary.
Client account maintenance in ServiceNow.
Quality control of tickets (correct subjects, locations, and phone numbers).
Remote desktop support utilizing a LAN based or dial up product to assume control of the user machine and effect remote fixes.
Act as interface between technology groups and the end users.
Monitor open tickets and follow up on closed resolution.
_________________________________________________________
Level 2 Helpdesk Analyst (helpdesk lead)
Location: New York, NY
Duration: 1 Year
Level 2 Helpdesk Analyst shall have at least three (3) years of experience working in a help desk environment as a helpdesk technician/analyst.
In addition to the services of the Level 1 Analyst above, the Level 2 Helpdesk Analyst shall also provide, but not be limited to, the following services:
Act as Team Lead for Level 1 Analysts.
Assist end users in more complex problem resolution.
Provide resource coordination with external support entities.
Act as backup person for the TSC Project Manager.
__________________________________________________________
Helpdesk Supervisor
Location: New York, NY
Duration: 1 Year
Helpdesk Supervisor shall have at least three (3) years of experience working in a help desk environment as a helpdesk technician/analyst.
Supervise the daily operations of the helpdesk, ensuring the delivery of high-quality technical assistance to end users.
Coordinate call taking, triage, and dispatching activities to ensure timely resolution of issues.
Provide telephone support and screening, effectively determining the nature of problems and escalating them as required.
Oversee level 1 remediation activities and escalate calls for desk side/server side resolution.
Utilize the InContact ACD system to interface with the Client phone system, directing, queuing, presenting, and recording calls in the order of receipt.
Configure and maintain the ACD system, including setting up welcome messages, menu options, call prioritization, call back functionality, and off-site access during emergencies.
Ensure fault tolerance and monitor call metrics and reporting for performance evaluation and process improvement.
Update and maintain current client lists, personnel lists, personnel folders, master codes, data entry, and product identification information.
Manage and lead a team of helpdesk personnel, providing guidance, coaching, and training as needed.
Foster a positive and collaborative work environment, promoting teamwork and excellent customer service.
___________________________________________________________
Help Desk Manager
Location: New York, NY
Duration: 1 Year
Helpdesk Manager shall have a minimum of three (3) years of professional or technical experience in IT with a strong background in all aspects of customer service.
The Help Desk Manager shall be responsible for maintaining control over the work duties, schedule and performance of the Contractor project team. Such services shall include but not be limited to the following:
Incident escalation.
Monitor ongoing activities of the TSC (including, but not limited to, the tracking of aging of tickets, same day closure, and other statistics).
Interface with Client personnel and high priority users/situations on an ad-hoc basis for monitoring client satisfaction.
Maintain and improve Service Levels.
Interface with BTDS management on day to day operations and long-term strategy.
ServiceNow administration (including, but not limited to, user and group administration, troubleshooting of problems and business rule development).
Period and ad hoc reporting through Crystal Reports.
Weekly analysis of TSC performance and events.
Develop processes and periodically update documentation of TSC operations.
Develop and distribute user satisfaction surveys.
Introduce new methods for increased productivity and decreased costs by using new business processes, tools, and applications.
Maintain library of common fixes of Client problems (including, but not limited to distributing notifications and publications to appropriate personnel, and add to knowledge base).
Work with Client in assuring that the TSC is kept current with new hardware and software (including, but not limited to, Client applications).
Salary
25 - 50 /hour