IT Help Desk Analyst

About the Role

This role is for our client in the IT sector, where you will be working in a high-volume call center environment. As an IT Help Desk Analyst, you will be responsible for providing exceptional technical and customer support to customers with tier one issues or forwarding to second tier support for issues beyond your subject matter expertise.

Key Responsibilities

• Respond to and resolve customer inquiries regarding DDS Online Services accounts, identity verification processes, address change transactions, and digital license issuance.
• Handle an average of 65-90 customer calls per day while maintaining established service levels and quality standards.
• Provide exceptional customer service by professionally addressing complex customer issues and identifying effective solutions.
• Maintain accurate documentation and records of customer interactions and transactions.
• Demonstrate adaptability and a positive attitude in a fast-paced, evolving work environment.
• Respond professionally and promptly to inquiries from Executive Management, stakeholders, and business partners.
• Participate in task forces, project teams, and workgroups to support departmental and organizational initiatives.
• Build and maintain productive relationships with internal departments and external business partners.
• Contribute to continuous process improvement efforts and support organizational goals.
• Stay current on policies, procedures, and technology updates relevant to assigned responsibilities.

Required Skills & Experience

• High School Diploma or GED.
• Two (2) years of full-time experience within the last seven (7) years providing call center support or customer service.
• Proficiency with computer applications and standard business software.
• Strong verbal and written communication skills.
• Ability to effectively manage multiple priorities while maintaining a high level of customer service.

Tools & Technologies

• Computer applications and standard business software.

Work Schedule & Duration

• Contract length: 10 months.
• Work arrangement: Onsite.
• Specific onsite requirements: Must be located at DDS Headquarters in Conyers, Georgia.

Interview Process

The process typically includes an initial screening followed by an in-person interview.

Position Details

• Employment Type: Contract
• Duration: Approximately 12 months (with potential for extension)
• Work Authorization: Must be authorized to work in the United States