The Service Desk Analyst I will provide first line support for clients.
They will follow standard processes and be required to document and resolve technical issues relating to hardware, software, network, or general computer usage.
Essential Duties & Responsibilities:
The duties listed below are intended only as illustrations of the various types of work that may be performed.
The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.
Provide exceptional and professional customer service to our clients
Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate service management tool
Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access... Management, Problem Management, and Knowledge Management
As Escalation Management process describes, route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups
Collaborate effectively with other service desk team members
Participate in ongoing training for service desk operations
Work on projects or tasks assigned by leadership
Minimum Knowledge, Skills and Abilities Required *Associates degree in Information Technology or 2 years equivalent experience in a technology related field preferred *Prior experience in a customer service role preferred *Excellent customer service skills *Strong verbal and written communication skills *Superior interpersonal skills and telephone etiquette *Analytical and problem solving skills *Ability to deal with the stress of a fast paced work environment *Ability to adapt and adjust to changing work situations, processes, and procedures *Ability to handle up to 50 client calls a day on a variety of topics and complexity levels *Proficient in all Microsoft's currently supported Operating Systems *Proficient in messaging systems such as Microsoft Outlook and Lotus Notes *Willingness to work flexible hours with occasional evening and weekend hours
Hiring in the following location(s):