Help Desk Analyst/Call Center Analyst
Location: Riverside, RI
Duration: 4+ months
The temporary position is for the ATM Help Desk, the need is for help desk and/or contact center experience, specific training for ATM Help Desk will be provided. The software used for ticketing is Aftervision by NRC. The candidate will monitor the health of ATM's and triage ATM issues with branches, service technicians, dispatch calls to vendors. Examples of ATM malfunction issues that the team provides diagnostics for include: the ATM losing connection (analyst will ping routers to re-establish a connection), ATM has a jam, is out of paper.
Responsible for providing technical assistance to computer system users. Specialists are responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location. Education/Experience: Associate's degree in computer related field or equivalent training - preferred. 1 2 years experience required. Skills and Competencies: Verbal and written communication skills, problem solving skills, customer service and interpersonal skills. Must have a strong command of the English language written and oral. Basic ability to work independently and manage one's time. Basic knowledge of circuit boards, processors, electronic equipment and computer hardware and software (Preferred). Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software - preferred. Major Job Duties and Responsibilities: Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower complexity. May install software or perform hardware testing remotely. Enter commands and observe system functioning to verify correct operations and detect errors. Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities. Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
Frontier Systems Consulting, Inc.