| Title: Bilingual (English/Spanish) - Help Desk Analyst
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| Location: Cleveland, OH
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| Job Type: Contract
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| Compensation: per Hour
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| Reference Code: 951735-EQG
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Description: Our client is seeking a bilingual (English/Spanish) Help Desk Professional for a long-term contract. If you are qualified and interested in this position, please apply online today for immediate consideration.
Responsibilities Include:
- Log all requests in help desk call tracking software. This includes all incoming calls, e-mail requests, voice mail requests, and walk-in requests
- Provide accurate and thorough solutions to user problems. Escalate or transfer problems when appropriate
- Communication of problem status to the end user (i.e. follow-up, notification of delays, notification of completion)
- Troubleshoot PC hardware and software problems; software installations and upgrades; provide first level of support for applications, network, server, and security
- Research, resolve, and respond to questions received in accordance with set policies and procedures
- Continuous development of communication skills, problem solving techniques, and the creation of more efficient support methods
- Assist in the population and maintenance of the online knowledge base
- Attempt proactive resolution of user and IS support issues to maintain a high level of visibility within the user community
- Participate in team projects that enhance the quality of the help desk service level, and promote technical and career growth
- Participate in 24x7 rotation schedule
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Requirements: This position will be the user's single point of contact for support. Support Analysts can expect to spend their time working on the phones with end users and may visit the end user's desk to solve support issues when remote tools are not available. This position will require frequent interaction between the help desk team and desktop team (SMS/patch management, certification lab, asset management), other IS groups, and management.
Qualifying for this opportunity necessitates the following:
- Fluent in Spanish
- Excellent communication skills
- Ability to handle many calls for long periods
- Ability to provide consistent, positive customer service
Candidates must have experience supporting:
- Windows XP
- Microsoft Office 2003 (Outlook, Word, Excel, Access, and PowerPoint)
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