Description
The Service Desk Level 1 Analyst will assist clients to leverage technology to solve business problems by being the first point of contact for all technology- related problems, escalating un-resolvable transactions to the next level. This position will ensure compliance with customers’ technical and quality standards and procedures always utilizing exceptional customer service to attain the highest degree of customer satisfaction.
Essential Functions:
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Confer with customers to provide information about products or services or obtain details of complaints.
• Check to ensure that appropriate steps are taken to resolve customer’s problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Use software tools to create and update tickets for each client call and email received.
• Use knowledge base as appropriate to research issues and resolutions.
• Monitors and communicates technical issues in a timely manner to leadership.
• Maintain professional working relationship with coworkers.
• Communicates knowledge documentation issues to leadership.
• Follow up on aging tickets.
• Other duties as assigned.
Required Education, Knowledge, and Experience:
• Must have a High School Diploma or GED.
• 6 months of technical support experience or equivalent technical certifications.
• Must be proficient in Microsoft Office and working in different operating systems.
Preferred Experience and Certifications:
• 12 months technical support experience.
• CompTIA A+
• Network+
• HDI
• MSCE or Industry Equivalent
• Experience in troubleshooting internet browsers, smart phones & tablets a plus.
• Knowledge or exposure to the following: Windows OS, MAC OS, NICE CXOne, Beyond Trust, Microsoft Teams, Microsoft Office tools, TeamViewer, ServiceNow, SAP, Citrix, RDS Farms, IOS, and Intune.
Abilities and Skills:
• Must be able to use computers and computer systems (including hardware and software), to diagnose, troubleshoot, and record information.
• Must be able to multitask.
• Must be skilled in providing resolutions to problems.
• Must have proficient typing skills.
• Must be able to deescalate client situations.
• Must have good verbal and written communication skills.
• Must have effective interpersonal skills.
• Must have strong customer service skills.
• Must be able to work independently and as a member of a team.
• Must be able to obtain information from all relevant sources and use information to identify solutions.
• Must have a working understanding of Active Directory.
Physical, Mental Requirements and Work Environment:
• Must be able to communicate with people outside the organization, represent the organization to customers, the public, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
• Must be able to work at your computer constantly throughout your work shift.
• Must be able to work in an environment with moderate call center noise levels.
• If working remotely you must maintain a reliable and useable internet connection.
• If working remotely must maintain quiet office environment with no distractions.
• Must be able to work in a fast-paced work environment.
Conditions of Employment:
• Must successfully pass pre-employment (post offer) background check and drug screen.
• Must be able to pass a skills assessment.
Equal Opportunity Employer – Disability and Veteran
Qualifications
Skills
Behaviors
:
Motivations
:
Education
Required
High School or better in High School Diploma.
Experience
Licenses & Certifications
Preferred
CompTIA Network+
CompTIA A+