What are the responsibilities and job description for the Service Desk Analyst position at Anchor Point Technology Resources?
JOB SUMMARY
Provides superior customer service across a wide variety of technical and non-technical service needs. Diagnoses and resolves system inquiries and error reports daily. This position is responsible for performing Service Desk functions including answering calls, documenting help tickets, and providing solutions to end users.
EDUCATION
- High School Diploma or GED required
EXPERIENCE
- 2 years of customer service experience or experience providing technical support to end users required
ESSENTIAL FUNCTIONS (JOB DUTIES)
- Deliver an exceptional customer service experience for every user requesting support
- Capture, translate, and accurately diagnose service needs within the ticketing system
- Communicate effectively with customers, team members, and business partners both verbally and in writing
- Collaborate professionally with internal departments to support timely issue resolution
- Follow established procedures and expectations to ensure a consistent support experience
- Utilize best-practice search techniques to navigate and apply Knowledge Base resources for first-level issue resolution
- Monitor and maintain technology environments, proactively identifying and reporting issues as needed
- Maintain a mindset of continuous improvement and participate in occasional training sessions and team meetings
- Monitor team and personal work queues daily and complete assigned tasks within established timelines
- Participate in an on-call rotation to support staffing coverage as needed
TECHNICAL ENVIRONMENT / RESPONSIBILITIES
- Mixed OS environment including Windows and MacOS
- Microsoft Office tools including Office365 services
- Business and home networking concepts including routers and wireless access points
- Ability to translate technical concepts into user-friendly language and vice versa
- Internet technologies including web access, unified messaging, virtual meeting platforms, and remote access tools
- Maintain professionalism and empathy while handling sensitive or high-priority support situations
- Ability to work independently as well as collaboratively within a team environment
COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES)
- Adaptability to changing situations, technologies, and processes
- Strong typing accuracy and efficiency
- Ability to follow process-oriented workflows consistently and reliably
- Ability to work independently while contributing to overall team success
- Strong customer-first mindset and willingness to help in both technical and non-technical situations
- Familiarity with industry-standard Service Desk and Help Desk practices and procedures
- Open to feedback and committed to continuous improvement
- Ability to manage and prioritize multiple tasks effectively