What are the responsibilities and job description for the Help Desk Technician position at OtterBase?
Job Description The Service Desk Analyst is responsible for providing excellent customer service and technical support to end-users. They play a crucial role in diagnosing and resolving problems, guiding users through troubleshooting procedures, and ensuring smooth operation of desktop software and hardware. Key Responsibilities: Respond to customer calls and emails, addressing inquiries and technical issues promptly and professionally.
Analyze and diagnose problems through effective discussions with users, ensuring accurate issue identification and resolution. Assist end users in setting up, installing, and configuring desktop software and hardware components. Process and escalate service requests to Tier 2 analysts and service owners when necessary, ensuring appropriate resolution pathways are followed.
Follow up with customers to ensure satisfaction and verify issue resolution. Maintain and update knowledge base articles to enhance the availability of self-help resources for end users. Actively participate in major incident response, offering assistance and expertise as needed.
Take ownership of all interactions with customers, ensuring appropriate follow-through and timely feedback. Utilize Incident Management and Request Fulfillment processes and the Knowledge Management tool as designed. Proactively identify opportunities for service improvement and operational efficiency.
Requirements: High level of technical proficiency in desktop software and hardware setup, installation, and troubleshooting. Excellent communication and customer service skills, with the ability to convey technical information clearly to non-technical users. Strong problem-solving abilities and a proactive approach to issue resolution.
Familiarity with Incident Management and Request Fulfillment processes is preferred. Knowledge of Knowledge Management tools and practices is a plus. Ability to work collaboratively with other team members and provide support during major incidents.
Salary : $22 - $26