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Tier 1 Service Desk Analyst

2 months ago

Cincinnati, United States Belcan Full time

Job Summary:

Tier I Service Desk Analyst - Cincinnati, OH


Primary responsibility is to deliver an outstanding customer experience and provide technical support on IT assets to end users via multiple channels. This includes providing first contact resolution, first level resolution, dispatching service requests and escalating issues to appropriate points of contact defined within the support organization.


The position is 100% remote work, candidate will need to have their own reliable internet.


Job Duties:

  • Be aware of & adhere to all current company and client policies.
  • Deliver excellent customer service and professionalism with every interaction.
  • Document all interactions in detail in the assigned ticketing tool, including all troubleshooting steps taken.
  • Be ready to handle calls or offline as directed by the leadership team. Process offline work efficiently, minimizing unproductive time.
  • Make a best effort to first contact resolve every issue or request by using all provided policy & troubleshooting resources during each interaction.
  • Successfully resolve common hardware (e.g. laptop, desktop, printer, VoIP telephony, etc.) & software problems (e.g. Microsoft Office, Windows XP & Win7 / Win10, VPN, Active Directory, customer specific software applications, etc.) the majority of the time.
  • Triage issues that cannot be resolved at the Service Desk & escalate to the correct support teams.
  • Work well as a team and with co-workers.
  • Stay informed about changes made in the clients organization & knowing how those changes impact job duties.
  • Using ITIL best practices, correctly assign urgency and impact to Incidents.
  • Adapt to a rapidly changing environment.
  • Help to maintain the in-house knowledgebase.
  • Ability to work independently & effectively while maintaining good team interactions.
  • Partner with team members to ensure phones are covered during breaks, lunches, etc.
  • Perform related tasks as needed or assigned.
  • Be available to cover holidays as needed (typically 1-3 holidays per year).

Required Qualifications:

  • Required Experience/Skills:
  • Must have at least one of the following:

o 2 years technical support experience

o A minimum of an Associates degree in Technology field

o CompTIA A+ Certification w/ demonstrated tech support experience

  • 1 year or more customer service experience.
  • Experienced working with & supporting Microsoft Desktop Applications, such as MS Office.
  • U.S. Citizenship
  • Ability/willingness to do company travel to obtain necessary tools. Typically 1 trip.

Preferred Qualifications & Skills:

  • Previous contact center experience handling phone calls and/or offline interactions.
  • Related HDI and/or ITIL certifications.
  • Physical Requirements
  • Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force to lift, carry, push, pull or otherwise move objects, including the human body. Position involves sitting most of the time.


Compensation:

We provide a competitive pay and benefits package. This position is offering a salary range of pay range Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.


EOE/F/M/D/V