Deskside Support Analyst

We are looking for Deskside Support Analyst for our client in Charles City, IA

Job Title: Deskside Support Analyst

Job Location: Charles City, IA

Job Type: Contract

Job Description:

• IT Helpdesk Analyst is required to perform a support role for international customers on help desk queries, equipment configuration, back up maintenance, software installing/uninstalling.
• Provide answers to the clients by identifying problems; researching answers; guiding clients through corrective steps.

Daily Activities:

• Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users Route problems to internal I.M. support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User Access and Exit controls.
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention.
• Answer calls & Chats and ensure resolution is provided on First call to improve FCR and Customer satisfaction.