Position Overview
As a Service Desk Analyst, you will provide Level 1 support to clients. This role will provide customer-friendly assistance to clients having trouble using IT products. The Service Desk Analyst will troubleshoot, diagnose and resolve Level 1 incidents received, and escalate issues as necessary.
Key Responsibilities
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The Service Desk Analyst is primarily responsible for:
Perform customer support to client via telephone, chat, email support or tickets.
Provide Level 1 triage and resolutions such as password resets and account unlock for reported incidents and requests.
Provide connectivity support for home users which includes network routers, broadband, cabling, Citrix, Virtual Technologies, and VPN
Address user tickets regarding hardware, software, and networking
Perform customer call backs as required
Providing Apple, Windows, Chromebook device support over the phone.
Help resolve software and technical questions for the customer efficiently and effectively
Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
Providing smartphone assistance for in home connectivity.
Assist users with set up of home equipment and provide troubleshooting assistance if needed.
Assisting with troubleshooting issues using remote management software.
Using specific tools to diagnose issues, make recommendations for resolution.
Using problem-solving and people skills to ensure swift resolutions to technical issues.
Testing, troubleshooting, and diagnosing computer error messages and failures.
Escalate issues to next level support if needed
Learn and become knowledgeable of customer products and services
Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
Effectively manage length of calls, handle time, and after call work.
Manage customer expectations regarding estimated response times for issue resolution.
Resolving the issues through Phone, chat and email communication channels.
Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations
Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
Promote teamwork and contact center success
Providing 5-star customer service.
We are seeking candidates with the following experience and skills
EDUCATION:
Associates Degree or equivalent experience in a similar service desk role.
PREFERRED QUALIFICATIONS:
Experience working on a helpdesk/service desk handling tickets
Experience troubleshooting Desktop hardware and associated peripherals.
Proficiency in navigating accounts
Ability to resolve more complex support ticket requests
Ability to provide support to new team members
Effectively manage length of calls, handle time, and after call work.
Promote teamwork and contact center success.
Working knowledge of Apple, Windows, Chromebook hardware and software.
Working knowledge of Windows 7, 10, Microsoft Office 365
Experience with ServiceNow Ticketing System
Experience or certification with ITIL
Experience working in a fast-paced service desk
Strong ability to troubleshoot issues.
Strong communication skills.
Ability to multitask well
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