Service Desk Anlayst

Job title: Service Desk or Support Desk Or HelpDesk Analyst
Location: Troy, MI/No Remote 
Rate: $12/hr to $15/hr on W2 With Benefits
Shifts: Afternoon and Night Shift 

SERVICE DESK ANALYST I

• Service Desk Analyst 1 provides quality support to IT users, employing a high degree of customer service, Provides first-level assistance for defined problems; escalates incidents as necessary to higher-level staff. Has frequent interactions with customers; therefore must be effective in interpersonal communication and problem solving. Use a high degree of patience and problem management techniques to solve problems. Tracks calls and enters solution data into knowledge base.

Specific responsibilities:

· Receive incoming calls from Client Community and provide first level support while following policies and procedures o Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards

o Escalate problems to appropriate individual/group based on established guidelines and procedures Attend training sessions as required · Participate in team projects that enhance the quality or efficiency of Service Desk delivery.

Knowledge, Skills and Abilities (KSAs)

· Basic typing skills Strong listening, verbal, and written communication skills · Well-developed organizational, communications and time management skills · A strong business maturity and professionalism is essential · Ability to troubleshoot, analyze and resolve customer concerns · Ability to work independently as well as part of a team

Required Background Experiences

· High School diploma · Experience resolving escalated customer and vendor issues ·

Work Conditions

· Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.

HTC – A brief profile

Established in 1990, HTC Inc., a CMM Level 5 company with headquarters in Troy, Michigan, is a leading global Information Technology solution and BPO provider. HTC assists clients across multiple industry verticals, offering turnkey project lifecycle in, e-business, data warehousing, embedded systems, ECM, SCM, CRM, and ERP solutions. HTC Inc. offers ConnectIT, our Global Delivery Methodology that enables seamlessly delivery of outsourced IT services. HTC has global delivery centres across the globe.