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Help Desk Support / Level 2 Analyst

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POST DATE 9/16/2016
END DATE 10/16/2016

CDI Corporation Phoenix, AZ

Phoenix, AZ
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Full Time
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CDI is looking for a Level II Analyst's whose primary responsibility is to perform technical troubleshooting for the end user. The Level II Analyst documents clear resolutions in a ticketing system and/or transfers appropriately to a Level III group. Responsible for providing superior customer service and ensuring a quick and thorough resolution for the end user.


* Provide Level II support to the client.

* Identify and escalate priority issues.

* Resolve end-user incidents and process requests upon first contact via Phone, Email and Chat

* Escalate user issues to appropriate resources when necessary.

* Perform software, hardware and basic network troubleshooting.

* Follow up with end-user when necessary.

* Deliver outstanding and expedited customer service with best practice and principles.

* Clearly document user issues and troubleshooting steps.

* Maintain technical documentation.

* Perform other duties as assigned.


* Outstanding Customer Service experience preferably in a high volume, support environment.

* Ability to communicate effectively via, telephone, chat and e-mail with customers and peers in varying roles

* Excellent skills in the following areas:

* Communication

* Interpersonal

* Analytical

* Problem Solving

* Adept in troubleshooting system and application issues.

* Proficient in Windows XP and above

* Understanding of LAN/WAN connectivity, and hardware (peripherals) with moderate-to-high level software, network and hardware troubleshooting skills.

* Ability to multi task in a fast paced environment.

* Previous Support Centre or Help Desk experience is seen as an advantage

* Certifications (preferred but not required): A+ Certification, ITIL, HDI or other technical certifications are seen as a plus.

* Education: Technical Program, Associate's degree, or equivalent experience. (High school diploma or GED required.)