The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.

Applicants must be legally authorized to work in the United States. Sponsorship not available.

Our client is seeking a Client Service Analyst in Raleigh, NC

Role Description

Client Services analysts use technical expertise, with understanding of business and user needs, to evaluate IT related incidents and service desk tickets in order to appropriately prioritize and provide appropriate solutions.
• A Client Services analyst will promote positive customer relationships and mentors’ teammates to ensure client satisfaction and organizational success.
• Client Services takes ownership of customer problems and works with a sense of urgency to resolve these incidents and problems.
• An analyst will communicate status and progress to the customers in a timely professional manner.
• All analysts will also provide updates on work progress to Customer Support Specialists and the Service Desk using the call tracking system.
• A qualified candidate will possess significant technical knowledge and serves as a team member with other analysts to help solve complex problems.

Skills & Requirements

• Skills include proficiencies with different types of computer hardware, software, peripherals and components, networking protocols and communications along with:
• A qualified analyst will know how to image new computers and install the appropriate software for customers.
• The analyst must know how to install local and network printers along with other peripherals such as scanners.
• An analyst will be responsible for migrating and protecting user data and profiles as computers are replaced.
• A candidate should be able to show how they stay abreast of current technologies to better the end users working environment.
• A Client Services analyst can identify emerging trends relating to issues and problems, then researches and makes suggestions of solutions to solve current and prevent future problems.
• Client Services analysts communicate with Data Center Operations when modifying user data storage, DHCP reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.).
• The CS analyst will collaborate with application development teams to identify application issues at the customer level and provide technical detail for development teams to accurately identify problems within applications and provide solutions.
• Also, a CS analyst will work with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.
• Project Management: Qualified candidates will have the skill to lead projects that require directing the work of others with some latitude on actions or decisions. The candidate should be able to lead team efforts, at the direction of the local Client Services supervisor and/or other management.
• Documentation: This position participates in creating and maintaining documentation of processes and procedures for all areas this position is responsible for (i.e. – software installs, profile transfers, PC replacements). This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external).
• System Security: It is the responsibility of all Client Services staff to be aware of DOT and DIT security policies, as well as the security issues directly affecting the systems and technology for which this position is responsible. This position is responsible for implementing and maintaining the requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, transferring or usage in a manner inconsistent with IT Security Policies and standards

Benefits/Other Compensation

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.

Drug testing may be required; please contact a recruiter for more information.

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