Service Desk Analyst Ii
3 weeks ago
:
The analyst will also function as a trainer for newly on-boarded team members and will help in managing the content of the department’s knowledge base.
PRINCIPAL RESPONSIBILITIES:
- Respond to incoming interactions initiated through standard support channels
- Identify and triage reported incidents and fulfill service requests
- Use the IT Service Management toolset to accurately document all incoming interactions and resolutions
- Research support issues when resolutions are not readily attainable through available resources
- Work to consistently improve call handling, documentation quality, overall user experience, and resolution process
- Facilitate support intake that arrives through asynchronous channels
- Train onboarding team members to properly handle some of their day-to-day responsibilities
- Contribute to the department’s continual improvement and knowledge management initiatives
MINIMUM QUALIFICATIONS:
- 2 years’ experience supporting a decentralized user base in a virtual support environment
- 2 years’ experience with knowledge management methodologies and toolsets
PREFERRED QUALIFICATIONS:
- Basic understanding of ITSM frameworks in relation to service delivery
- Foundational level certification in support center effectiveness
- Ability to communicate technical information to non-technical users
- Excellent listening, interpersonal, written, and oral communication skills
- Strong customer service orientation
**Job Types**: Full-time, Temp-to-hire
Pay: $29.00 - $31.00 per hour
Expected hours: 40 per week
**Benefits**:
- 401(k)
- Dental insurance
- Health insurance
Experience level:
- 2 years
Schedule:
- 8 hour shift
- Monday to Friday
- No weekends
Work Location: In person
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