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Intermountain Healthcare - West Valley City, UT US
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For your reference, we have included the original job posting below.
IT Helpdesk Analyst
Job Number:
39851447
Company Name:
NCR
Job Location:
Mumbai, IN
Job Category:
Information Technology
IT Helpdesk Analyst
Title: IT Helpdesk Analyst Location: India-Mumbai
PRIMARY RESPONSIBILITIES 1. Level 1 support for PC client issues e.g. desktop/laptop hardware, software, OS, printers, etc. 2. Provide information on IT processes, general how-to queries and known outages. 3. When a problem is reported, the Help Desk Analyst must analyze the symptoms, determine the root cause, review Knowledge Base instructions, provide resolution and document the relevant details. 4. Escalate to appropriate Level 2 team when needed and monitor progress on critical priority tickets. 5. Follow-up with Level 2 support teams for timely completion of tasks. 6. Co-ordinate with third-party vendors like Dell and Canon for hardware issues.
TECHNICAL SKILLS: 1. Thorough knowledge of Windows XP & Windows 7 Operating Systems. 2. Good working knowledge of Windows PC & internet technologies. 3. Basic networking concepts, troubleshooting LAN/remote access problems. 4. Expertise in configuring and troubleshooting MS Outlook 2003. 5. Typing speed of at least 40 words per minute. 6. Ability and willingness to learn quickly, keep knowledge current.
EDUCATION & WORK HISTORY: 1. Minimum qualification: HSC (Grade 12) Technical diploma 2. B.E (Comp) or (IT) graduates preferred 3. Minimum one year experience in a technical support role 4. Candidates with prior experience in a technical, voice-based process will be given priority
COMMUNICATION SKILLS: 1. High proficiency in English grammar, vocabulary and sentence structure. 2. Fluency in speech - Ability to hold a conversation with ease and minimal use of fillers. 3. Clarity in speech - Neutral accent, appropriate rate of speech, pleasant voice and confident tone. 4. Listening skills - Comprehend what is said, respond appropriately without interrupting the speaker.
OTHER ESSENTIAL SKILLS: 1. Telephone etiquette - basic call handling skills. 2. Customer service skills (persuasion, empathy, helpfulness & positive attitude) 3. Good business communication skills (e-mail) HSC
