Role OverviewWe are seeking a Helpdesk Analyst with a minimum of 2 years of experience working in a single point of contact help desk. The ideal candidate will have experience using Jira Service Management Helpdesk application, GroupLink’s eHelpdesk platform, and Genesys Cloud contact center and customer experience platform.
What You Will Do
The Helpdesk Analyst will be responsible for providing exceptional customer service, troubleshooting technical issues, and resolving problems in a timely manner.
Why It Might Be a Fit
If you are a bright, motivated, and skilled individual with strong customer service skills, excellent analytical and problem-solving skills, and the ability to work with minimum direction, then we would like to hear from you.
Requirements
- Minimum 2 years of experience working in a single point of contact help desk
- Experience using Jira Service Management Helpdesk application
- Experience using GroupLink’s eHelpdesk platform
- Experience using Genesys Cloud contact center and customer experience platform
- Strong customer service skills; telephone etiquette
- Great team-oriented interpersonal skill
- Great organizational skills
- Excellent analytical and problem-solving skills
- Strong oral and written communications skills (technical and non-technical)
- Robust understanding of the ACD system and trouble ticket process
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