Service Desk Analyst

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Position Description

Service Desk Analysts assigned to the Service Desk team are responsible for the day to day support of internal and external clients. By leveraging your customer service skills, technical training, and having an understanding of today s technologies, you will solve a wide variety of challenges in a fast-paced environment that is managed using ITIL methodology.

Help Desk Analysts

• Provide first level support for inbound incidents and service requests from internal and external end users.
• Manage the technical support email inbox.
• Maintain end to end responsibility for customer support needs providing timely, reliable, and courteous service.
• Assist with the development and improvement of work instructions, procedures, standards, and documentation.
• Answer inbound phone calls from internal and external clients.
• Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
• Provide feedback of intelligence gained through customer interactions.
• Professionally respond to telephone calls, emails, chats, and voicemails for customer support.
  
  

Skills Required

• Exceptional attendance is a must.
• Innovative, team-oriented problem solver.
• Strong commitment to providing quality service.
• Excellent interpersonal, negotiation and communication (verbal and written) skills.
• Excellent organizational, time management, and follow through skills.
• Ability to manage multiple competing priorities.
• Unwavering commitment to providing customers with an exceptionally high quality experience.
  
  

Skills Preferred

• Technical writing experience.
• Knowledge of legacy, existing, and new PC hardware and software technology.
  
  

Experience Required:

• Customer support experience.
• Answering client phone calls and active listening.
• Responding and adapting to different types of characters.
• Multi-tasking, prioritizing, and managing time effectively.
  
  

Experience Preferred

• Experience in an IT environment and end-user support role.
• Working with Google Suite and Google Email.
• Remotely troubleshooting networking, server, and end user desktop incidents.
• Experience with incident management and service request processes.
  
  

Education Required

High School Diploma