Service Desk Analyst I
2 weeks ago
POSITION SUMMARY:
The Service Desk Analyst I provides service-focused first level technical support to the user community through phone, email, chat, and walk-in encounters. Types of support encounters include accounts, networks, platforms, servers, and applications, with the goal of resolving the customer’s request on first contact. This position works as part a highly collaborative support team. Strong team commitment as well as the ability to work independently are required. The Service Desk Analyst I’s work is planned and reviewed by the Service Desk Manager.
DUTIES AND RESPONSIBILITIES:
Responsible for providing service-focused first level technical support to the user community through phone, email, chat, and walk-in encounters.
Responsible for monitoring, tracking and seeing the customers issue through to resolution ensuring the highest level of customer satisfaction.
Responsible for identifying the need for and developing self-help materials for customers and support staff under the direction of their supervisor.
Must be able to work a flexible work schedule especially during peak periods.
Completes other duties as assigned.
Associates Degree in Information Systems, Business, Marketing and Communication or related fields, or equivalent work experience. Help Desk Institute participate and certification a plus.
1+ years technical expertise with end user related technology hardware and software (Windows OS, VPN, laptop/desktop hardware, mobile devices, LAN/WAN, Email, Active Directory, Video Conferencing solutions, IAM platforms).
Experience with ITSM tools and remote support technologies.
Experience with Office365 cloud-based technology including configuration and troubleshooting of mail clients on PC and mobile device platforms.
Strong team commitment as well as the ability to work independently are required.
Preferred qualifications:
Alternately, the successful candidate may possess any equivalent combination of experience and training, which provides the knowledge, skills and abilities required to perform the essential job functions. This includes, but is not limited to, the following:
Strong self-motivated team player with ability to work in a highly collaborative environment
2+ years’ experience developing strong interpersonal, team and customer relationships
2+ years of experience demonstrating the ability to prioritize and multi-task and strong problem resolution skills.
2+ years demonstrating strong analytical and problem-solving skills
Strong written and verbal communication skills
Ability to thrive in an environment of constant learning, and require the ability to think critically
Ability to manage projects to completion and meet deadlines
Ability to communicate effectively at various levels of the organization
Commitment to the values of diversity, equity and inclusion, and recognition of the importance of treating each individual with dignity and respect
Ability to establish and maintain effective working relationships
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