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Help Desk Analyst - 100% phone support

Company: Irvine Technology Corporation (ITC)
Location: Santa Ana
Posted on: March 28, 2020

Job Description:

Help Desk Analyst - 100 Phone Support Santa Ana, Ca 92707 21.00 hr Contract rate IMMEDIATE NEED for a Help Desk Analyst to join this Fortune 500 Financial Services organization. Will be providing critical first line support through phone, email, and chat. This position will be answering trouble tickets 100 by phone or Web. Responsibilites This position is the critical first line of support for our consumer customers. Support customer inbound incidents and requests through phone, email, and chat via an externally facing secure website to diagnose problems. Document all calls in ServiceNow ticketing program. Deskwork Answering Trouble Tickets via Web or Phone 100 Acquire and maintain current knowledge of relevant environments software and support policies in order to provide accurate solutions to customers. Assist in the developing and maintaining of a problem resolution knowledgebase. We are a Knowledge-Centered-Support (ldquoKCSrdquo) organization. It is expected that all will follow the KCS ldquoUFFArdquo (Use it, Flag It Fix It, Add It) process to identify the problem in order to quickly determine the appropriate solution or if needed to escalate to the appropriate department to ensure an excellent customer service experience. Qualifications Demonstrate excellent customer service skills via phone Solid communication, problem solving skills and telephone etiquette Minimum 1 - 3 years experience working as Tier 1 or Tier 2 help deskservice desk Support Associate Willingness to sit for long periods of time at desk to answer phones IM chats, etc Ability to use Service Desk standards and follow guidelines, as well as help other interpret policy Ability to work in a fast paced environment while multi tasking (Documenting in Service Now while asking questions and talking with customer) with a sense of urgency to resolve tickets in a timely manner. Please send your resume to Marc Rodriguez, Senior Technical Recruiter for immediate consideration. Let us help you secure an interview! You can also connect with Marc Rodriguez on Linkedin intechnicalrecruiter ABOUT US Irvine Technology Corporation (ITC) is a leading provider of technology and staffing solutions for IT, Security, Engineering, and Interactive Design disciplines servicing startups to enterprise clients, nationally. We pride ourselves in the ability to introduce you to our intimate network of business and technology leaders ndash bringing you opportunity coupled with personal growth, and professional development! Join us. Let us catapult your career! Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.PandoLogic. Keywords: Help Desk Analyst, Location: Santa Ana, CA - 92702

Keywords: Irvine Technology Corporation (ITC), Santa Ana , Help Desk Analyst - 100% phone support, Professions , Santa Ana, California

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