Overview
JOB SUMMARY
Intelliteach, a growing and entrepreneurial company, is looking for a new internal Help Desk Analyst to join our team in Goa. This is an exciting position where new employees can start or expand their career in IT. Working as part of a team, successful candidates will share our values and have an interest in working with the latest technologies to provide exceptional customer service in support of the internal Intelliteach team. Intelliteach is known for offering stellar customer support and taking great care of clients and employees alike.
§ Our analysts are passionate about growth, innovation and collaboration. We are always striving to improve and better ourselves so that we can better support our business partners. If you have a growth mindset and you thrive under pressure, you are probably a great fit for our team!
§ We believe that work hard/ play hard is the best way to describe the culture.
Requirements:
§ Minimum of 2-3 years of full-time relevant technical experience
§ Customer focused personality
§ Attention to detail
§ Prior Help Desk experience
§ Positive attitude
Essential duties and responsibilities include, but are not limited:
§ Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
§ Accurately diagnose technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
§ Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools.
§ Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per internal IT guidelines).
§ Escalate unresolved issues to the appropriate L2/L3 IT Team Members.
§ Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to others in internal IT in a timely manner.
About Frontline Managed Services
We are a dynamic team, looking to hire vibrant individuals who can help us support the 350+ US law firms that we provide back-office services to. These services range from Database administration, Ebilling management, Virtual receptionists, SQL and Software development.