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IT Helpdesk Analyst

Posted on Jan 23, 2020 by Beacon Hill Staffing Group

Amherst, OH 44001
IT
Immediate Start
Annual Salary
Full-Time

Beacon Hill Technologies has an opportunity for an IT Help Desk Analyst with our client located in Amherst, OH.

Position:

  • Provide first point of contact on escalated concerns.
  • Respond to requests for technical assistance in person, via phone, electronically.
  • Advise users on appropriate actions. Follow standardized operating procedures.
  • Log all help desk interactions and provide initial documentation for knowledge article creation.
  • Administer help desk software.
  • Redirect problems to appropriate resources.
  • Identify and escalate situations requiring urgent attention.
  • Prepare activity reports.
  • Stay current with system information, changes and updates.
  • Create knowledge articles as appropriate.
  • Other duties as assigned.

Requirements:

  • At all times works with a sense of urgency and commitment to understand business partners urgency and impact of concerns.
  • Meet or exceed service level agreements when dealing with incident, change, or problem management.
  • Contribution to continuous improvement programs.
  • Additional key competencies include problem solving, root cause analysis, and creating a trusting environment.
  • Effective oral and written communication skills, learning skills, customer service orientation, problem analysis, problem-solving, adaptability, planning and organizing, attention to detail, participant in continuous improvement, stress tolerance.
  • Basic understanding of business systems ERP systems like SAP functionality is a plus.
  • Candidate may require working non-standard hours, weekends, or on-call duties.

Interested and qualified candidates please reply to link with updated resume for immediate consideration.

Reference: 831657086

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