Service Desk Analyst

Job Summary

Responsible for providing single point of contact to Optimums internal customers. Analyst will provide primary activity queue support by resolving a users problem or service requests via the phone, sent in via E-mail, Self Service requests or via Live Chat. They will also coordinate with other IT support groups (if necessary) to resolve the request. The Analyst will track, monitor, escalate and train customers efficiently and with quality. The goal is to meet or exceed the customers level of expectation with technical support and requests for service.

Responsibilities

• Systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems and interrogates databases for potential solutions.
• Escalates complex or unresolved incidents.
• Records and tracks issues from outset to conclusion.
• During change, acts systematically to respond to day-by-day operational needs, avoiding service disruptions and maintaining coherence to SLA and information security requirements.
• Responds to common requests for service by providing information to enable fulfillment.
• Promptly allocates unresolved calls as appropriate.
  
  

Qualifications

• Associates degree or equivalent experience of 1 year
• Exceptional written and oral communication skills
• Excellent interpersonal skills, with a focus on rapport building, listening, and questioning skills
• Strong documentation skills
• Ability to absorb and retain information quickly
• Ability to present troubleshooting steps in user-friendly language
• Analytical problem-solving abilities
• High level of attention to detail
• Highly self-motivated
• Team oriented
  
  

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey. If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Companys discretion based on business necessity. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements. Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law. Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our for further details.