Service Desk Analyst II

1. Complete all assigned MACD and trouble ticket activities, accurately and quickly.
2. Configuration, changes, disconnects in Broadworks and Cisco Control Hub.
3. Managing and monitoring trouble tickets in Service Now.
4. Intermediate understanding of VoIP technologies, carrier circuits, number porting & basic networking.
5. Serve as the main point of contact for customers, managing their expectations, and providing regular updates on project/task progress.
6. Conduct thorough assessments of customer requirements, identifying and addressing potential challenges or conflicts.
7. Communicate frequently and effectively with customers, sales and internal stakeholders.
8. Bachelors degree in the fields of IT or project management or equivalent work experience.
9. Prior experience (3-5 years) as a Service Desk Analyst or similar role, preferably within the IT services industry, with a strong focus on MACD operations.

10. In-depth knowledge of VoIP applications, network infrastructure, and MACD processes.

11. Excellent organizational and time management abilities, with the ability to multitask and prioritize effectively in a fast-paced environment.

12. Exceptional communication and interpersonal skills, with the ability to collaborate with cross-functional teams, customers, and external stakeholders.

13. Analytical mindset with problem-solving capabilities, able to identify and resolve issues efficiently.

14. Proficient in customer support tools, such as ServiceNow and Salesforce

15. Demonstrated ability to work independently

16. Flexibility and adaptability to changing project requirements and evolving business needs.

17. Strong attention to detail and a commitment to delivering high-quality results.