The Role
Provide single-point-of-contact helpdesk support using Jira Service Management, GroupLink eHelpdesk, and Genesys Cloud. Troubleshoot ACD and contact center issues, manage trouble tickets, deliver strong customer service, communicate technical and non-technical information, and work collaboratively to resolve incidents.
Summary Generated by Built In
Name of Position: Helpdesk Analyst
Location: Philadelphia PA
Note: 2 round of interview 1 will be online second interview will be in-person
Job description
Minimum 2 years of experience working in a single point of contact help desk
Experience using Jira Service Management Helpdesk application
Experience using GroupLink’s eHelpdesk platform
Experience using Genesys Cloud contact center and customer experience platform
Strong customer service skills; telephone etiquette
Great team-oriented interpersonal skill
Great organizational skills
Excellent analytical and problem-solving skills
Strong oral and written communications skills (technical and non-technical)
Robust understanding of the ACD system and trouble ticket process
"If you are: bright, motivated, skilled, a difference-maker, able to get things done, work with minimum direction, enthusiastic, a thinker, able to juggle and multi-task, communicate effectively, and lead, then we would like to hear from you. We need exceptionally capable people for this role for our client, so get back to us and tell us why you think you are a fit."
About Us:
Since 2000, Tri-Force Consulting Services (https://triforce-inc.com) has been an MBE/SDB certified IT Consulting firm in the Philadelphia region. Tri-Force specializes in IT staffing, software development (web and mobile apps), systems integration, data analytics, system automation, cybersecurity, and cloud technology solutions for government and commercial clients. Tri-Force works with clients to overcome obstacles such as increasing productivity, increasing efficiencies through automation, and lowering costs. Our clients benefit from our three distinguishing core values: integrity, diligence, and technological excellence. Tri-Force is a six-time winner among the fastest-growing companies in Philadelphia and a four-time winner on the Inc. 5000 list of the nation's fastest-growing companies.
Skills Required
- Minimum 2 years of experience working in a single point of contact help desk
- Experience using Jira Service Management Helpdesk application
- Experience using GroupLink's eHelpdesk platform
- Experience using Genesys Cloud contact center and customer experience platform
- Strong customer service skills and telephone etiquette
- Team-oriented interpersonal skills
- Organizational skills
- Excellent analytical and problem-solving skills
- Strong oral and written communications skills (technical and non-technical)
- Robust understanding of the ACD system and trouble ticket process
- Ability to work with minimum direction, multitask, and communicate effectively
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The Company
What We Do
Tri-Force Consulting Services, Inc. is a U.S.-based IT consulting and staffing agency that provides comprehensive IT solutions, including AI-powered services, custom software development, cybersecurity, cloud technology, and IT staffing to government and commercial sectors.
