Helpdesk Analyst

  • Marlborough, MA
  • Contract

Company Description

Client is a financial services company.

Job Description

Location: Marlborough, MA
Duration: 6 - 12 months +


Keys to the Position:

  •    Excellent Customer Service phone skills
  • Needs to be punctual, responsive, etc.
  • Minimum of 5+ years of Help Desk experience
  • Candidate needs to have job stability - at least 6+ month engagements
  • Experience supporting MS Office 2010, Windows 7, Citrix, AD, and MAC experience are all a must for this role.   In addition to having experience supporting these technologies, the manager is ideally looking for someone that has experience providing level 2 support on AD. 
  • Candidate needs to be able to work from 7am - 4pm
  • This Person will be able to work 1 day a week from home
  • Candidates need to be flexible to provide on call support once a quarter and may need to work with others to help accommodate major incidents effecting the business.   Flexibility is a key requirement for everyone to be successful.
  • Manager prefers candidates that are local to Marlborough
  • Financial Services Experience is a strong +


The Solutions Center Senior Technical Analyst is responsible for the following:

  • Monitor problem tracking tool (Service Now) to ensure that client and internal policies and all best practices are being adhered too; reviewing tickets for detailed problem description, confirming that the appropriate procedures and/or escalated issues are being addressed in a timely manner
  • Periodic monitoring of the analysts pending queues to ensure that tickets are being handled in a timely manner.
  • Handle projects and tasks as assigned.
  • Ensure that all new or modified processes are reviewed, implemented, and added to the SC knowledge base.
  • Seeks opportunities for continuous process improvement.
  • Ensures a positive work environment, constructive feedback, continuous learning and a high quality employment experience for team.
  • Along with fellow Senior Technical Analysts, meets and exceeds all department goals.

The Manager is searching for a candidate that is looking for a long term engagement that is passionate about working in a call center environment.

Additional Information

AD, MAC, Windows