Help Desk Analyst III

Help Desk Analyst III
US - MA - Whitinsville

Overview:
  • Help Desk Analyst III in Whitinsville, MA
  • 2 month contract
  • To work tickets from the field on IT incidents being raised via the FFHD and provide the next onsite support.
Responsibilities:
  • Provide high quality technical support to quickly resolve tickets 
  • Utilize tools and systems access to resolve field engineer user issues wherever possible at the first point of contact. 
  • Provide field engineer users with an excellent level of customer service keeping them informed of progress of issue resolution and setting customer expectations correctly. 
  • Windows Certification and experience in support of both Windows and iOS based machines. 
  • Analyze and monitor all open FFHD incidents and determine which incidents require FFHD escalation and follow up with respective incident owners. 
  • Provide onsite support on business applications once trained by the Application Support Teams 
  • Provide recommendations for new or existing knowledge articles to be developed which will assist in maximizing first time fix rates.
  • Add/modify/delete users, groups and roles 
  • Password and license management 
Requirements:
  • Experience in using active directory, making technical config changes on backend systems without disruption. 
  • Experience in using IT systems and relevant software to raise (when needed) and manage incidents tickets 
  • Problem solving skills. 
  • Analytical skills to identify trends in issues reported and identify areas for improvements. 
  • Experience of the concepts, objectives and life-cycle of Knowledge Management activities 
  • Knowledge of ITIL governance and control processes and procedures 
  • Flexible, adaptable and able to learn new concepts quickly 
  • Excellent communication and collaboration skills 
  • Strong analytical skills 
  • Strong focus on detail, documentation development and quality assurance 

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