Highlights
Job Summary: As a member of the Specialty Service Desk, the Help Desk Analyst is responsible for providing technical/application support to company employees in the Field and Scientific divisions via phone, ticket, or chat inquiries. Responsibilities: Accept incoming calls, redirect calls/tickets, if necessary, to appropriate support groups for resolution while identifying and setting end user expectations for follow-up during the initial interaction.
Numbers & Facts
| Location | Tampa, FL |
| Industry | Staffing/Employment Agencies |
| Company Size | 100 to 499 employees |
| Year Founded | 1990 |
| Website | http://www.sunrisesys.com/ |
Description
Job title: Bilingual IT Help Desk Customer Service Representative
ID: 26-05596
Location: Tampa, FL (Hybrid)
Duration: 6 Months
Shift Timing:
**NOTE: Responsibilities of this role are not limited to the details above. **
Qualifications:
Sunny Rajput | sunny.r@sunrisesys.com | URL: www.sunrisesys.com
ID: 26-05596
Location: Tampa, FL (Hybrid)
Duration: 6 Months
Shift Timing:
- Flexibility for working hours (Any shift between 7 AM and 7 PM, Monday - Friday)
- Must be able to work at least 50% of the time
- As a member of the Specialty Service Desk, the Help Desk Analyst is responsible for providing technical/application support to company employees in the Field and Scientific divisions via phone, ticket, or chat inquiries.
- Expectations include an ability to build rapport and develop relationships with end users, strong problem resolution/troubleshooting skills, and an ability to provide a high percentage of first-level resolution.
- Accept incoming calls, redirect calls/tickets, if necessary, to appropriate support groups for resolution while identifying and setting end user expectations for follow-up during the initial interaction.
- Handle incoming chats within department SLA.
- Provide follow-up and status update inquiries to end users on your daily open ticket queue guidelines.
- Utilize the Knowledgebase to address end user inquiries and create Knowledgebase draft articles to address knowledge gaps.
- Create tickets and document all activities in the ticket system (ServiceNow).
- Escalate more complex problems or unresolved issues to the next level of support.
**NOTE: Responsibilities of this role are not limited to the details above. **
Qualifications:
- Bilingual (English/Spanish). Must be able to speak, read, and write fluently.
- Minimum of 2 years of Help Desk experience
- Excellent Customer Service skills
- Experience with call center telephony and ticket system software (Remedy, ServiceNow, Salesforce)
- Experience supporting applications running on Windows operating system
- Experience supporting web-based applications
- Strong analytical skills and demonstrated ability to troubleshoot
- Basic understanding of ITIL Methodology (not a requirement)
Sunny Rajput | sunny.r@sunrisesys.com | URL: www.sunrisesys.com
About Company
Sunrise Systems was founded in 1990 with a clear vision to deliver world-class staffing service solutions in all labor categories, including IT consulting and solutions; all with the commitment to provide service that exceeds expectations and become the most trusted name in the industry. More than two and a half decades later, we pride ourselves on being at the forefront of the staffing industry. Combining our deep industry expertise, insights, and global resources, we have partnered with our clients to connect them with top professionals across several different industries.
We provide cost-effective Managed Staffing Solutions, Information Technology and Information Technology Consulting Services to several Fortune 500 companies and U.S. Government agencies. We provide our clients with flexible engagement models and customized products that are budget and time specific. Understanding the challenges that every business faces, we offer our services either on-site at the clients' site or from one of our globally distributed technology centers. Our onshore and offshore development capabilities ensure that we excel at meeting customer requirements every single time.
Our collective business experience spans over two and a half decades and ranges from:
- Business, management, and technical fields
- Information technology consulting and software solutions.
- Providing strategic support for the development and long-term growth of new business ventures across several industries including but not limited to; accounting, banking, finance, and recruitment.
- Motivating technology staff and establishing partnerships with Fortune 500 companies
Sunrise Systems has a vast range of competence in:
- Design, development, and support of cloud-based solutions from simple to highly complexed
- Database administration of multi-platform applications, complex databases, and web-based environments that include all aspects of installation, planning, maintenance, and monitoring.
- Data processing and data migration
- Application re-engineering and platform migration
- Working with the Information Systems and end-user communities at all levels to resolve issues and establish consensus.
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