Service Desk Analyst

Job Description

JOB DETAILS

REQUIREMENTS

Minimum 6-12 months’ experience in a Service Desk role and/or technical support role

Minimum 6-12 months of customer service experience in a professional industry

High School Diploma or GED

Strong troubleshooting and documentation skills

Excellent customer service skills

Strong attention to detail and strong communication skills (both written and oral)

Excellent work ethic

Problem-solving skills

Solution driven

Ability to work weekdays from 7:00am-3:00pm EST

Preferred:
Associate degree preferred in related field

Physical Demands

Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

RESPONSIBILITIES

Provide general IT end-user support

Utilize excellent customer service skills and exceed customers’ expectations

Interact via telephone, e-mail, chat and one on one with customers to identify and diagnose technical issues and problems

Provide first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the client), and other “how-to” questions

Properly escalate unresolved issues to the next level of support with strong supporting documentation

Following documented processes to resolve customer issues

Ensure proper recording, categorization, documentation, and closure of all tickets

Analyze the impact and urgency of customer’s issues and prioritize appropriately

Recommend procedure modifications or improvements

Drive positive results in Customer Experience through timely responses and professional interaction

Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics

Preserve and grow your knowledge of Service Desk procedures, products, and services

May perform other job duties as directed by Team Lead or Service Delivery Leader

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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