Help Desk Support Analyst – Louisville

With over 60 offices in North America, Ajilon Consulting has provided a full spectrum of IT services to our clients in various industries for over 35 years. An industry leader in IT business solutions, we know that talent and skill are what build success, so we look for top notch, experienced IT professionals to join our team.

Summary:
Utilizing a call tracking application, independently documents and responds to telephone calls regarding information systems/softwares, answers questions, and assists in resolving related problems.
Tasks:
.Listens to problems and questions as reported by customers on assigned hardware, software and systems (e.g., Desktop and laptop computers, printers, Microsoft Office, SAP FICO, SAP HR, Meditech, VenTouch, Point of Care, Crown, Softlab, etc.) and uses problem solving skills to provide answers or solutions to problems.
.Fully documents problem symptoms and captures all relevant system and application information within the departmental Call Tracking system.
.Independently resolves most problems/questions that arise, and consults with senior team members or other I/S development or technical staff only on unusual or especially difficult issues.
.Monitors and follows up with customers on open issues, ensuring that departmental performance objectives, service level standards, and customer satisfaction goals are achieved.
.As assigned, visits facilities to diagnose serious problems or conduct educational sessions as required.
.Serves on multi-disciplinary project teams to ensure "supportability" of systems as they are developed and deployed.
.Recognizes problem issues that affect multiple end users and work with other I/S departments to prioritize and solve quickly.
.Once problems are resolved, recommends solutions for inclusion in electronic knowledge base as appropriate.
.Provides after hours on call support as scheduled.
.Continually seeks to improve technical skills as they relate to all areas of the support organization through attending classes, providing on site support to facilities as requested, and keeping up to date on Company and industry standards.






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Salary: 25000 - 35000