Support Center Analyst/Help Desk
1 month ago
As a Support Center Analyst/Help Desk, you will provide Level 1 support to customers' requests, solving issues such as password resets, common software applications, and hardware-related problems. You will be the first point of contact for customers, analyzing, troubleshooting, and resolving or escalating their issues. Your responsibilities will include performing basic systems builds and customer callbacks.
Key Responsibilities- Process telephone calls promptly, accurately, efficiently, and courteously.
- Create and send messages that are legible and accurate.
- Project a positive voice image to customers, keeping in mind tone, inflection, and enunciation.
- Interact with individuals using words and language appropriate to their level of understanding.
- Assist with the distribution of pertinent information throughout the system.
- Maintain positive interdepartmental relationships.
- Demonstrate positive verbal communication skills, including active listening.
- Prepare written materials using correct grammar, spelling, punctuation, and format.
- Keep a smile in your voice with all internal/external callers.
- Maintain a positive attitude with staff and customers.
- Assure that customer needs are met in a timely fashion.
- Keep the patient in mind.
- Answer incoming calls, intranet/email requests, providing immediate solutions to standard issues 50% of the time.
- Research, resolve, and respond to incoming issues in a timely manner.
- Partner with IT teams to expand the knowledgebase solution.
- Access knowledge base to aid in problem resolution.
- Escalate problems when appropriate, utilizing Support Center Tracking software to manage problem identification, escalation, and resolution.
- Call customers to assist them with signing up for portal access.
- Timely follow-ups with customers to ensure problem/request was handled or to notify them of changes in status to their open trouble tickets.
- Associate's Degree or higher in Information Technology or related field OR pursuing associate degree and completion within 18 months of hire or transfer into position.
- Three (3) years of experience in customer service.
- Strong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment.
- Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.
- Proficient on a PC and Related Software (Microsoft Office, Windows).
- Exceptional troubleshooting skills.
- Analytical and detail-oriented.
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