Job summary
Job post source
This job is from a recruiting firm hiring for a separate company.
Job overview
The Help Desk Analyst role involves providing first-level technical support for contact center systems, ensuring smooth operation and maintenance to support the Global Service Desk business.
Responsibilities and impact
The analyst will engage with customers via multiple channels, perform remote technical support tasks, manage incidents and requests, improve service delivery processes, document work in ticketing systems, and provide high-quality customer service.
Compensation and benefits
The position offers a pay rate of $20-22 per hour on a W2 basis depending on experience, with a 6+ month contract that may extend or become permanent, and requires drug and background checks.
Experience and skills
Candidates must have a high school diploma or equivalent, knowledge of Microsoft OS (client and server), Microsoft Office, web applications, ServiceNow, and familiarity with modern operating systems, cloud storage, and hardware.
Work environment and culture
Merge IT values diversity and inclusion, promotes an inclusive environment, and emphasizes connecting talented professionals with enterprise-level clients.
Company information
Merge IT is a recruiting firm specializing in placing IT talent with Fortune 100 and enterprise-level clients in industries such as banking and pharmaceuticals.
Job location and travel
The role is onsite in Plano, TX, requiring physical presence at the client location.
Unique job features
The job includes working with enterprise-level contact center systems and offers opportunities to improve and automate service delivery processes, providing a 'White Glove' customer service experience.
Company overview
Merge IT is a technology consulting firm specializing in IT solutions and services, including cybersecurity, cloud computing, and digital transformation. They generate revenue by providing tailored IT consulting, managed services, and technology implementation to businesses across various industries. Founded in 2008, Merge IT has grown through strategic partnerships and a commitment to innovation, helping clients optimize their IT infrastructure and improve operational efficiency. The company is known for its customer-centric approach and expertise in leveraging cutting-edge technologies to solve complex business challenges.
How to land this job
Tailor your resume to highlight your experience with IT support, especially your ability to troubleshoot and resolve issues involving Microsoft OS, Microsoft Office, and ServiceNow, as these are key technologies mentioned in the job description.
Emphasize your communication skills and experience handling multi-channel support (phone, email, chat) and your ability to provide excellent customer service, including 'White Glove' service, which is specifically requested.
Apply to this Help Desk Analyst position through multiple channels such as Merge IT's corporate website, LinkedIn, and other job boards where the role is posted to increase your chances of being noticed.
Connect on LinkedIn with current Help Desk Analysts or IT support staff at Merge IT or within the client’s division; start conversations by mentioning your interest in their team’s work or asking about their experiences with the contact center systems.
Optimize your resume for ATS by including keywords from the job description like 'incident management,' 'ServiceNow,' 'technical support,' 'remote installations,' and 'ticketing system' to ensure it passes initial automated screenings.
Use Jennie Johnson's Power Apply feature to automate applying through multiple platforms, tailor your resume to each application, and identify relevant LinkedIn connections to network with, saving you time and increasing your effectiveness.
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