IT Helpdesk Analyst

Company Name:
Frank's International
The Helpdesk Analyst is responsible for the daily support of site-specific network and workstation operating systems, workstation connectivity, and end-user applications. This position responds to end user or management support requests and needs, with the primary focus being customer service and the ability to help, regardless of whether the problem is technical, user error, or training. The Helpdesk Analyst is also responsible for thoroughly documenting all relevant information to the support request ticket in the Helpdesk Manager Software.
1. Daily support of site-specific network and workstation operating systems, workstation connectivity, and end-user applications.
2. Responds to end user calls as a first line of technical support, gathering information to resolve the issues, and /or assisting others in the resolution of the problem in a timely, accurately, and professional manner.
3. The Helpdesk Analyst logs each call and strives to resolve the issues while the end user remains on the phone. If the call cannot be resolved within 15 minutes, the Helpdesk Analyst is responsible for escalating the call to the attention of a Technician (Level 2).
4. The Helpdesk Analyst should always Listen, Understand, Communicate, and then deliver support to the end user.
5. Continuously informs the end user on the progress of the resolution, keeping ownership throughout the ticket resolution and always following up with the end user prior to closing the support ticket to ensure customer satisfaction.
6. When instructed by Level 2 Technicians or the IT Coordinator, the Helpdesk Analyst keeps end users informed of any major problems or scheduled down times as they call in for support.
1. High School Diploma Required
2. Bilingual Spanish skills required (written and verbal)
3. Secondary School Degree Preferred
4. Technical Training and Certifications a plus (i.e., A+, NETWORK+, MCP, MCSE, MOUS)
5. Strong one-on-one communication skills to interact effectively with end-users.
6. Ability to manage multiple priorities.
7. Effective Team Player, self motivated and quick learner.
8. Excellent communication skills.
Date: 2014-05-07
Country: US
State: LA
City: Lafayette

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