Intelliteach is a global service provider, offering a full range of business process outsourcing for IT and accounting professionals within the legal industry. We offer complete coverage for any technology or support issues, and are able to create cost-effective methods in accounts receivables management. In addition to IT support, we also develop innovative software and applications in support of our services through an in house development team. Successful candidates will share our values and have an interest in working with the latest technologies in support of our operations team to provide exceptional customer service to our clients. We are currently seeking a Help Desk Support Analyst to join our team in Overnight team in Atlanta.
Essential duties and responsibilities include, but are not limited to:
•Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
•Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with Intelliteach script, spelling, grammatical, and related guidelines);
•Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources;
•Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools;
•Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines);
•Escalate unresolved issues to Team Leads.
•Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
Minimum requirements include:
•Must have basic knowledge of Word, Excel, Outlook and keyboarding (will be required to complete a skills assessment for employment consideration).
•Excellent analytical, problem solving and communication (verbal and written) skills.
•Ability to work with minimal supervision and demonstrate appropriate initiative when making decisions
•Excellent time-management, organizational and communication skills
•Accuracy and the ability to handle a high-volume of work efficiently are essential to this position
•Strong customer service focus, with the ability to work professionally in a call-center environment (remaining calm and professional with difficult and/or technically-inexperienced requesters)
•Professional, accountable, and resourceful “team player” mindset
Positions are full time. Intelliteach is an Equal Opportunity Employer dedicated to workforce diversity.