IT Support Analyst
2 weeks ago
Posting Details
Title: IT Support Analyst - Level I Helpdesk
Description:
GENERAL PURPOSE OF THE JOB: IT Support Analyst will provide excellent customer service through incoming phone calls to the IT Service Desk while assisting customers with routine incidents and routing tickets to appropriate teams.
Responsibilities- Demonstration of excellent customer service skills with frequent customer interaction.
- Answer all incoming technical phone calls through the Service Desk and gather appropriate information; quickly gain the skill to interpret and differentiate incoming customer technical requests, questions, concerns, incidents and in turn have a strong knowledge and understanding of how to direct / expedite these requests onto the appropriate support teams to achieve resolution.
- Use procedures, policy, knowledge base information, and other reference materials to provide incident resolution and closure for routine user problems; Route tickets for issues which cannot be resolved at Level 1 to the appropriate group.
- Assist with coordination of third party support technicians via telephone and email to schedule on site visits for hardware/software issues.
- Assist customers via phone regarding status of active service desk tickets.
- Open / properly categorize tickets using Microsoft Dynamics CRM case management system for reported issues.
- Document detail of customer interactions accordingly and provide follow up as needed.
- Escalate reported issues to the appropriate service desk tier / management for diagnosis and resolution.
- Act as backup administrator for monitoring of the Service Desk email.
- Train on an as-needed basis.
- Complete miscellaneous projects/duties as assigned by management.
Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
Other Skills and Abilities- Must be a self-starter who can work well with people at all levels both in a professional manner.
- Superior listening skills Ability to listen carefully and understand a customers situation clearly in order to help them.
- Strong customer service skills Ability to properly handle customer requests, concerns, etc. in a patient, helpful and professional manner.
- Strong interpersonal skills Ability to create positive interactions with customers and peers.
- Strong written and oral communication skills.
- Ability to work independently or within a team to efficiently and effectively resolve customer concerns or issues.
- Ability to manage and prioritize multiple issues.
- Excellent organizational and time management skills.
- Ability to adapt easily to a constant changing environment.
- Understanding of basic computer/network concepts and experience in Microsoft Office applications including but not limited to MS Word, Excel, Power Point, and Outlook
- High call volume experience.
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