Bilingual Help Desk Analyst- Tier 1

NCW Carmel , IN 46032

Posted 8 months ago

Job Description

NCW is currently seeking IT Help Desk Agents for immediate hire in the Carmel area. These individuals will be responsible for fielding and troubleshooting tier 1 help desk requests for a dedicated team of platform users. These are full-time positions offering career advancement, competitive compensation, and company paid benefits.


  • Handles technical inquiries and trouble shooting requests.
  • Uses I3 to handle interactions effectively and efficiently
  • Fluent in English and Spanish
  • Uses client-specific help desk tools to create tickets for interactions
  • Provides excellent customer service to clients and users
  • Troubleshoots and resolves issues related to various hardware and software applications.
  • Documents and updates customer records based on interactions


  • Must have a High School Diploma or GED
  • Strong verbal and written communication skills
  • Ability to prioritize and multitask
  • Good customer service skills, ability to build rapport with clients
  • Microsoft Office proficient
  • Skilled in providing problem resolution
  • Experience in troubleshooting applications such as Microsoft Office, Citrix, Webex, internet bowers

Qualified Candidates are encouraged to apply directly to this posting. Thank you for your interest!

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Production Support Analyst

KAR Auction Services

Posted 5 days ago

VIEW JOBS 12/6/2018 12:00:00 AM 2019-03-06T00:00 We are adding a Production Support Analyst (PSA) who will define, analyze, coordinate, and ultimately improve the day to day operations of the OPENLANE Production Support team. In this role, you will partner with varied teams to manage and facilitate the resolution of issues in order to successfully deliver quality services to the service consumers. The PSA will be responsible for Service Level Agreement (SLA) oversight as well as the quality of services provided, relationship management, and vendor performance for a collection of services; IaaS, PaaS, SaaS, etc. You will participate in consumer satisfaction, and escalation management across all tiers of issues. The PSA will partner with the IT teams to develop and present reports to facilitate areas of Continuous Improvement (CI), through effective problem resolution. This position involves resource coordination, communication, project management, executive reporting, and collaboration. The role demands that this person is punctual, alert, and has excellent organizational skills. The role includes communicating and facilitating many teams on multiple projects simultaneously. Production issues will demand focus and extreme attention, sometimes leading into late nights implementing, monitoring, reporting on, and planning improvements. The workload can be fast paced, stressful and requires a self-driven individual who can be productive without supervision. You should be comfortable translating business impact reports into the corresponding technical systems in order to calculate outcomes of technical adjustments or issues. Responsibilities: * Monitor all incoming alerts and service requests, across many production applications and from multiple sources. Use guidelines to analyze and triage the incoming work and participate in the resource planning and assignment. Ensure request are worked timely and that the customers are communicated to appropriately. In addition, emergency or urgent response may be needed outside of normal work hours. * Be first to respond to incidents and coordinate an effective response across services, including specialized response teams, technical infrastructure teams, quality assurance teams, and business operations teams. Such coordination will utilize meetings, emails, phone calls, and other communication systems. * Will identify impacted technical components based upon issue symptoms and diagnosis. Organize specialists from technical teams to come to a course of action, workaround, or solution. * Be aware of all work (issues and requests) in the pipeline, including up to the minute status of items. This can often include work from other partner companies or teams that can impact shared Production systems. * Participate in emergency meetings to facilitate solutions engaging multiple teams, quickly weighing cost and risk analysis to devise an emergency action plan. This also includes distributing company wide notifications, recording timelines, and filing incident reports. * Coordinate production and non-production maintenance windows as assigned, including planning and communication with partners. * Identify short & long term Continuous Improvement (CI) activities to improve service delivery. * Work with appropriate teams (Engineering, IT Services, Service Desk, Quality Assurance, Business Operations, etc.) to build/extend Knowledge Base to extend/refine content toward continuous improvement. * Daily activities include; team coordination meetings, issue follow through, business data reports, issue research and triage. Job Duties: * Coordinate and resolve all tiers (including critical and/or urgent) issues through effective communication with all associated parties (internal & external). * Facilitate Production Support team day to day operations across multiple sites and applications. This includes working with teams like Business Operations, Quality Assurance, Engineering, and Service Delivery teams, etc. * Capture and facilitate best practices to improve efficiency and over-all quality of services delivered by the team. Then organize meeting and knowledge/skill sharing meetings. * Carefully analyze issue reports to help maintain Production quality and stability, while minimizing risk. * Have demonstrated communication skills to interact with all levels within the organization and its affiliates; this includes communicating on different technical expertise levels where appropriate. * Have proven leadership skills, with emphasis on collaboration between varied teams, such as business, IT, ENG, and QA teams. * Be equally adept at people, business, big picture technology understanding and management. * Possess project management competencies. * Possess skills in leadership to facilitate client relations, negotiation, decision making, problem solving and conflict management. * Experience with infrastructure, platform, applications, data analytics, and cloud architectures are desirable. * Author/Coordinate/Supervise/Track - Incidents, Requests, Changes, and Problem tickets across multiple Production sites and systems. * This role will be directly responsible for issue workflow steps such as- reproducing issues, identifying key information, clarifying details or information gaps, reviewing technical logs, formulating action and testing plans, communication, and coordinating delivery. Educational Requirements & Qualifications: * Bachelor's Degree in related field or equivalent related experience required. * 3+ years of related IT, Technical Support, Coordination, or Project Management experience required. * Certifications in related field are strongly desired (i.e. IT, Engineering, Project Management, etc.). * Technical knowledge and skills are strongly desired - SQL, Technical log review, Architectural Platform knowledge, etc. We thank all applicants, however, only applicants selected for an interview will be contacted. #CB KAR Auction Services Carmel IN

Bilingual Help Desk Analyst- Tier 1