Job description
The Service Desk Analyst is a member of the Service Desk team. They are responsible for first level technical support of all supported applications. They will respond to user inquiries regarding incidents with applications, networks, platforms, and servers. In addition, they will answer questions via phone and electronic mail related to the use of supported software and hardware systems. They will escalate to L2 and L3 as appropriate. Additional responsibilities to include:
- Provide technical support by phone to customers relating to effective use of technologies including computer, mobility, voice, network connectivity, and various software applications.
- Thoroughly document all work completed into the appropriate call-tracking and incident management systems.
- Routinely utilize and contribute to the knowledgebase and actively promotes utilization to both internal and external customers.
- Ensure appropriate and accurate escalation of incidents that require resolution by other IT groups beyond the Service Desk.
- Assist in the on-boarding and training of new employees.
- Other duties as assigned
EDUCATION
- Associate degree in information systems, Business, or related field, or equivalent experience.
TECHNICAL SKILLS
- Computer hardware components, systems, and peripherals
- Basic computer software applications including MS Office products, email, Internet access, and multimedia technology
- Knowledgeable with LAN or WAN networking
- Working knowledge of Windows OS
SPECIAL REQUIREMENTS SPECIFIC TO JOB
- Passion for and responsibility to the customer
- Personal and corporate integrity
- Friendly presence, helpful attitude, and self-motivated with demonstrated interpersonal skills
- Good organizational and problem-solving skills
- Ability to multitask
- Ability to work in a highly collaborative environment
- Ability to work a flexible schedule including overtime as required
EXPERIENCE
- PC support background and experience working in a call center / phone support environment.
