Help Desk Analyst

3 weeks ago


Owings Mills, United States Alderson Loop Full time

Alderson Loop is looking for a Tier I Help Desk Analyst to support a broad spectrum of applications and processes serviced by the Help Desk using its ServiceNow web-based toolsets to search knowledge bases, document calls, complete requests and escalate incidents, all while following proven procedures. The Analysts will take between 8 and 12 calls an hour when busy while exploiting low call volume times to complete manual efforts such as Order Processing and Follow-up call-outs to customers.


Tier I Analysts will be provided initial classroom training in addition to periodic refresher trainings to orient, equip and facilitate proficiency in serving callers. Tier I Analysts will work alongside more senior agents within a team atmosphere where the Escalated Customer Support group, Change and Incident Management personnel and actively engaged Supervisors are leveraged to assist in resolving at least 75% of the customer issues on the initial phone call.


The position will start in the middle of June. This position requires you to be on-site in Owings Mills, MD following a hybrid model.


Qualifications:

  • 1+ years of Help Desk Analyst experience
  • Must have prior call center environment experience
  • Experience resolving technical tickets for customers (internal or external)
  • Ability to communicate clearly and confidently by phone and in writing
  • Experience with Microsoft Office 365
  • Experience working with a ticketing system, preferably SeriveNow
  • Motivated toward delivering high levels of Customer Service
  • Comfortable with all types of technology – Digital Native



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