Help Desk Analyst

Job Title: Help Desk Analyst
Location: Philadelphia, PA
Duration: 12 Months

Note: Candidate to work in the office five days a week. Initial interviews will be held via Microsoft Teams, with second-round interviews held in person.

Key Responsibilities and required skills:

• Minimum 2 years of experience working in a single point of contact help desk
• Experience using Jira Service Management Helpdesk application
• Experience using Group Link'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