IT Help Desk Analyst

Short Description

Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.

The IT Help Desk Analyst is responsible for providing exceptional technical and customer support in a high-volume call center environment. Undergeneralsupervision,theincumbentreceivesandresolvescustomerinquiriesrelatedtoDDSOnline

Servicesaccountcreationandaccess,identityverificationforaddresschangetransactions,andtheissuanceofdigitallicenses.

This role requires strong analytical and problem-solving abilities, excellentcommunicationskills,andacommitmenttodeliveringoutstandingcustomerservice.

Thesuccessfulcandidatemustbecapableofmanagingahighvolumeofcallswhilemaintainingaccuracy,efficiency,andcustomersatisfaction.

• RespondtoandresolvecustomerinquiriesregardingDDSOnline
  
  Servicesaccounts,identityverificationprocesses,addresschangetransactions,anddigitallicenseissuance.
• Handleanaverageof
  65-90customercallsperdaywhilemaintainingestablishedservicelevelsandqualitystandards.
• Provideexceptionalcustomerservicebyprofessionallyaddressingcomplexcustomerissuesandidentifyingeffectivesolutions.
• Maintainaccuratedocumentationandrecordsofcustomerinteractionsandtransactions.
• Demonstrateadaptabilityandapositiveattitudeinafast-paced,evolvingworkenvironment.
• Respondprofessionallyandpromptlytoinquiriesfrom Executive Management ,stakeholders,andbusinesspartners.
• Participateintaskforces,project teams,andworkgroupstosupportdepartmentalandorganizationalinitiatives.
• Buildandmaintainproductiverelationshipswithinternaldepartmentsandexternalbusinesspartners.
• Contributetocontinuousprocessimprovementeffortsandsupportorganizationalgoals.
• Staycurrentonpolicies,procedures,andtechnologyupdatesrelevanttoassignedresponsibilities.

• High School Diplomaor GED.
• Two(2) yearsoffull-timeexperiencewithinthelastseven(7) yearsprovidingcallcentersupportorcustomerservice.
• Proficiencywithcomputerapplicationsandstandardbusinesssoftware.
• Strongverbalandwrittencommunicationskills.
• Abilitytoeffectivelymanagemultipleprioritieswhilemaintainingahighlevelofcustomerservice.

Candidateswhomeettheminimumqualificationsandpossessoneormoreofthefollowingwillbegivenpreference:

• Three(3) yearsofexperienceprocessingdriver'slicensetransactions.
• Five(5) yearsofexperienceinahigh-volumecallcenterenvironment.
• Four(4) yearsofcustomerserviceexperience.
• Proficiency using Windows
  11andMicrosoft
  
  Office applications.
• Experienceworkingwithidentityverificationorcredentialissuanceprocesses.
• Demonstratedabilitytotroubleshootandresolvecustomerissuesefficiently.

• Excellentcustomerserviceandinterpersonalskills.
• Strong problem-solvingandcritical-thinkingabilities.
• Abilitytocommunicateeffectivelywithcustomers,management,and stakeholders.
• Strongorganizationalskillswithattentiontodetailandaccuracy.
• Abilitytoworkindependentlyandcollaborativelyinateamenvironment.
• Adaptabilityandwillingnesstoembracechangeinadynamicworkplace.

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