Robert Half International Help Desk Analyst II in Denver, Colorado

? Triage and troubleshoot a high volume of customer contacts, providing rapid resolution to routine and straightforward incidents ? Capture incoming customer service requests, ensure accuracy, and route appropriately ? Fulfill many standard customer requests, including access, security and desktop requests ? Answer incoming customer phone calls, ensuring that no customer gets a busy signal ? Competence with both business application and technology support, including a general understanding and awareness of all the clients standard suite of software and tools ? Define knowledge articles and standard workflows that enable faster, more consistent support of customer issues and customer self-service ? Work with Control Center analysts to identify trends and patterns in customer issues and initiate immediate action ? Perform analytics on incidents and requests to improve Support?s understanding of the state of the application ecosystem and provide intelligence on what projects to prioritize ? Create insights around what enhancements or innovations would better enable business processes, add functionality and reduce customer issues ? Coach and train other central support analysts to ensure that our internal customers? needs are addressed most effectively ? Develop relationships across ISS North America teams and regions to promote communication ? Lead by example, providing positive customer and team interactions that inspires a culture of support and business excellence ? Empathize and communicate with customers and other ISS teams ? Multitask effectively to ensure no customer is forgotten and no incident or request is unresolved

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As a technology staffing firm, we can't think of a more fitting mantra. We're extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.

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The intersection of technology and people — it's where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you're looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.

We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.

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Req ID: 00610-0010719295

Functional Role: Help Desk/Tech Support II

Country: USA

State: CO

City: Denver

Postal Code: 07960

Compensation: $65,000.00 to $75,000.00 per year

Requirements: Skills/Qualifications: ? 2 years of IT Customer Service Experience ? Experience with quickly resolving customer or business issues with positive outcomes ? Strong written and verbal communication ? Successful history of working productively and autonomously ? A strong sense of accountability for individual and team performance ? The initiative to resolve issues and create value wherever you see it ? Make decisions quickly with as much data as is available, without analysis paralysis ? Treats everyone with respect and is a model of integrity ? Is a quick learner and problem solver ? Preferred: working fluency in French