Desk Side Service L2

Job Title: Desk Side Service L2Work Location: Charles City, IA12+ MonthsDay 1 Onsite Position Job Description:IT Helpdesk Analyst is required to perform a support role for international customers on helpdesk queries, equipment configuration, back up maintenance, software installing/de-installing.Provide answers to the clients by identifying problems; researching answers; guiding client through corrective steps. Daily Activities:Provide hardware / software / network problem diagnosis / resolution via telephone for customer s end users Route problems to internal I.M. support staff.Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.Administer and provide User Access and Exit controls.Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.Answer calls & Chats and ensure resolution is provided on First call to improve FCR and Customer satisfaction.