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Help Desk Analyst III

Duluth, GA 30097

Category: Professional Job Number: 11349

Job Description

  • Answer incoming calls and work within a very structured and team oriented environment
  • Interact with technical resources both internal/external to Client to proactively triage and resolve incidents.
  • Provide timely, professional, and accurate responses to clients’ issues.
  • Maintain an expert capability level within ticketing and paging systems. [Service Now / xMatters]
  • Troubleshoot issues across multiple applications, within a limited information environment.
  • Respond to email notifications and inquiries as needed to ensure issues are resolved quickly.
  • Initiate event bridges that result from an outage or critical events. Must be able to correctly determine the impact and urgency of issues and respond appropriately, according to pre-defined processes.


Required Qualifications:

  • Excellent customer service skills.
  • Excellent written and oral communication skills
  • Working knowledge of MS Windows operating systems and MS Office Suite


Preferred Qualifications:

  • ITILv3 Foundation certified
  • HDI Help Desk Analyst certified
  • Experience with ticket tracking systems.
  • Experience with mainframe systems, databases, and or Network Operations
  • Associates Degree in a related technical discipline, or the equivalent combination of education, technical training, or work experience.      
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