Service Desk Analyst 3rd shift

3 weeks ago

Cincinnati, United States Encore Technologies Full time

Service Desk Analyst

  • Pay is $18 / hr. + Shift differential
  • Work is onsite in Norwood, OH
  • 3rd shift M-F 10pm-7am

Hiring for 2 Positions

1st position schedule is 1-10pm

2nd position schedule is 2-11pm

Description:

Responsible for providing front line support for customers by adhering and following standard processes to document and resolve technical issues associated with hardware, software, network, access, and general compute.

Responsibilities:

Provide best in class customer experience to our customers

Document all customer contacts into various ITSM tools

Troubleshoot, diagnose and resolve applications, general compute issues using knowledge base or support tools

Ill provide the following support framework: Incident management, request fulfillment, access management, problem management, and knowledge management

As technical triage process instructs, route tickets that cannot be resolved at the service desk to the appropriate resolver groups

Collaborate with service desk co-workers through inclusion

Be present and participate in ongoing training for service operations

Work on projects and/task assigned by leadership

Skills/Experience:

Associates degree in Information Technology or 2 years equivalent experience in a technology related field preferred

Prior experience in a customer service role

Strong Verbal and written communication skills

Strong interpersonal skills and telephone etiquette

Problem solving skills

Experienced and capable of dealing with fast pace and high stress work environment

Experienced and capable of adjusting to changing processes, procedures, and workday

Must be able to handle up to 45 customer calls a day on various configuration items, and complexity

Experience and proficient in all Microsoft's currently supported O/S

Experienced and proficient in messaging systems, Microsoft Outlook and Gmail

Willingness to work flexible and changing hours including evening, weekend, and holiday hours

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

General office environment

Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.

Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

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