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Helpdesk in Houston, TX at Search Services

Date Posted: 12/15/2018

Job Snapshot

Job Description

SUMMARY:

A global insurance company is seeking a Helpdesk Analyst for a 3-6 month contract.

DESCRIPTION: 

  • Assist internal users with computer software and hardware problems.
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
  • Simulate or recreate user problems to resolve operating difficulties.
  • Recommend system modifications to reduce user problems.
  • Document common problems and resolutions and submit to IT knowledge repository.
  • User support and troubleshoot function on all IT related activities.
  • Take a lead role in creation and cataloging of knowledge articles.
  • Familiar with a variety of the field’s concepts, practices, and procedures.
  • Ensure the timely process through which problems are controlled including problem recognition, research, isolation, resolution, and follow-up steps.
  • Build training materials and documents for new services and application roll-outs.
  • Maintain currency and high level of technical skill in field of expertise.
  • Provide high level of customer service to users in an efficient and easy to understand manner.

REQUIREMENTS:
 

The ideal candidate for the Service Center Specialist will have demonstrated success in the primary areas of focus and responsibility.

  • Experience – Ideally, the successful candidate will have a minimum of two years of relevant and progressive professional experience with a minimum of one year experience in a Service Center environment
    • Experience with Ticket Tracking Systems
    • Prior Helpdesk experience preferred
    • Outlook Support/ Office 365
    • Well-versed in principles of IT Infrastructure Library (ITIL) 
  • Communications - Must be an exceptional communicator, with an emphasis on confidentiality, tact, and diplomacy. 
  • For the ideal candidate to be successful
    • Must have the ability to work independently, focusing on achieving organizational goals and tasks with drive and energy to succeed.
    • The ability to build trust and relationships with key constituencies is essential.
  • Education
    • Associate’s degree in Computer Science or a related field or the equivalent education and/or experience
    • Certifications from Help Desk Institute (HDI), COMPTIA A+, ITIL, and/or Microsoft preferred