Tier 2 Helpdesk Support Analyst at Fargo

Job Description

Tier 2 Helpdesk Support Analyst Opportunity in Fargo, ND

Kelly IT Resources

Are you ready for success?

Every day, Kelly IT Resources (KITR) connects IT professionals with opportunities to advance their careers. We currently have an exciting Contract opportunity for a Tier 2 Helpdesk Support Analyst in Fargo, ND. Apply today!

Responsibilities and prospects for a Tier 2 Helpdesk Support Analyst include:

• Respond to issues escalated from Tier One CSRs
• Research and resolve inquiries in a professional, timely, and accurate manner
• Escalate Tier Three inquiries and issues, based on document processes, policies, and procedures, to the appropriate help desk
• Document all inquiry activities in the appropriate reporting system
• Provide responses to inquiries in writing
• Follow up on all Tier Three escalated inquiries
• Complete feedback loop with appropriate Tier One CSRs
• Represent the client at meetings where appropriate
• Maintain professional demeanor at all times
• Take detailed meeting notes and disseminate to other Team Member as appropriate
• Represent the needs of Tier One and Tier Two staff
• Escalate issues or concerns to management when appropriate
• Interact with client representatives and customers, enabling effective information exchange and efficient process management
• Thoroughly understand ISO and Customer regulations and expectations
• Complete daily expectations of specified work
• Maintain quality expectations as outlined by management
• Monitor and report workloads on a daily/weekly/monthly basis
• Prioritize workloads to ensure timeliness/quality standards are met
• Adhere to all documented policies and procedures, processes, and call scripts
• Actively participate in operational and ongoing training
• Participate in weekly meetings
• Be prompt, present, and actively participate in required meetings and training
• Complete assessments in a timely manner and to meet/exceed standards as outlined by management
• Seek learning opportunities
• Mentor, assist and train Tier One Customer Service Representatives

Education and experience for a Tier 2 Helpdesk Support Analyst include:

• Associates degree or two years of higher education
• Minimum 1 year of experience in information systems and/or customer service
• Willing to work from 4pm-1am
• Experience mentoring, training and/or coaching peers
• Ability to work both independently as well as in a team environment
• Ability to assess workload, meet deadlines, and adjust as needed
• Working knowledge of processing systems
• Understanding of basic customer regulations

Perks!

• Weekly electronic pay
• Access to more than 3,000 online training courses though Kelly Learning Center
• Group rate insurance options available immediate upon hire*
• Service bonus plan and holiday pay*
• Online application system
• Never an applicant fee

*Perks to be received upon meeting eligibility requirements.

About Kelly Services®

Kelly Services, Inc. (NASDAQ: KELYA, KELYB) is a leader in providing workforce solutions.  Kelly® offers a comprehensive array of outsourcing and consulting services as well as world-class staffing on a temporary, temporary-to-hire, and direct-hire basis.  Serving clients around the globe, Kelly provides employment to more than 560,000 employees annually.  Revenue in 2012 was $5.5 billion.  Visit kellyservices.com and download The Talent Project, a free iPad® app by Kelly Services.

Our IT specialty places professionals across a comprehensive scope of services, including application development and integration, data warehousing and business intelligence, software quality assurance and testing, enterprise maintenance and support, data storage, infrastructure support, disaster recovery and business continuity, and network engineering.

Want more information? Visit kellyservices.com/it

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Job Requirements

 
Country: USA, State: North Dakota, City: Fargo, Company: Kelly IT Resources.