Service Desk Analyst

Overview

JOB SUMMARY

The primary purpose of the Service Desk Analyst is to handle client inquires and resolve the client issues in a timely manner while providing outstanding customer service

PRIMARY DUTIES & RESPONSIBILITIES

·       Serve as the initial contact for reporting technical issues and answering questions regarding upgrades, installations, and other software/hardware/network issues.

·       Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with Intelliteach script, spelling, grammatical, and related guidelines);

·       Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources

·       Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools

·       Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines)

·       Escalate unresolved issues to the appropriate channels

·       Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner

OTHER DUTIES

·     Performs other duties as assigned by management

·     Provide backup support to other team members

·     Follow all quality, safety, and company guidelines to ensure a safe and productive work environment, and actively live the company values.

JOB REQUIREMENT

·       Bachelor’s degree is a must

·       2 years of general office experience

·       2 years of customer service experience

·       Dexterity in using the computer keyboard and mouse while seated at a desk is required.  Specific vision abilities required by this job include close vision, depth perception and ability to focus.

·       Ability to perform computer functions and to operate basic office equipment.

·       Must be able to speak English clearly and be articulate via calls; be able to read and write English.

SPECIAL REQUIREMENTS SPECIFIC TO THE JOB

·       Ability to work quickly, accurately and with attention to detail in a high-volume environment.

·       Must be punctual and have good, consistent attendance.  Must also be available for overtime when required.

·       Should demonstrate good listening skills and the ability to work well with internal and external customers.

·       Must use good judgment, and be courteous and tactful in communications with others.

·       Must be a team player and willing to offer assistance to others where and when needed.

Timing – 6:30am – 3:30pm