Role: Desktop Analyst

Location: Tampa, FL

Duration: 6 Months

Industry: Pharma

Job Description:

• Provide Level 1 support for databases, software & devices.


• Excellent Customer Service skills.


• Excellent understanding of Help Desk Operations; including tools (call tracking systems, ACD) processes and methodologies.


• Flexibility for work hours (Shifts 7am thru 7PM Monday - Friday).


• Certified in 1 or more of the following A+ MCP (Microsoft Certified Pro) Win7 or above.


• Two year business/technical degree or equivalent work experience for Jr/Intermediate.


• Two years of prior related work experience in a technical support environment.


• Two years’ experience working directly with the public in a service capacity.


• Windows Family Operating systems (Win7 & Win10).


• Email and Calendar Systems.


• VPN Remote connectivity


• Basic Network connectivity troubleshooting skills


• Basic Service Now or Remedy Help Desk Support tool and processes.


• Able to follow Basic ITIL knowledge Base


• Customer Service Phone training able to apply customer empathy.


• Web based applications.


• Handles problems that are complex, unknown and new with confidence.


• Multitasks by thinking, typing, troubleshooting and talking effectively.


• Ability to apply active listening.


• Demonstrated ability to work individually or within a team environment.


• Strong analytical skills and demonstrated ability to troubleshoot.


• Ability to explain technical information to non-technical clients.


• Strong verbal and written communication skills.


• Demonstrated ability to learn new skills and apply the knowledge.


• Laptop, iPad, mobile phone and peripheral hardware configurations.


• Additional Languages a PLUS (Spanish, Portuguese, French)