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Careers – Service Desk First Level Support Analyst

Service Desk First Level Support Analyst

Reports to: Service Desk Director


POSITION PURPOSE:

To provide excellent customer service for a fast paced multitasking service desk environment that supports remote access internet VPN products, managed security and network services, Software as a Service Products (SaaS), with high first call resolution.

MAJOR RESPONSIBILITIES/ACCOUNTABILITIES:

  • Responsibilities:

    1. Telephone/Chat/Email Support
    • Apply handling processes consistently
    • Log and track all communications received into ticketing system
    • Establish a quality working relationship with a variety of customers
    • Follow defined standards to resolve specific set of problems
    • Follow defined standards to collect and follow-up on escalated issues
    • Escalate issues within the defined standards

     

    1. Level I Support
    • Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups
    • Troubleshoot and resolve hardware, software and communications issues by interacting with application end users, application engineers, system engineers and hardware / software vendors

     

    1. Continuous Improvement
    • Meet individual metrics for Level 1 Support Engineer
    • Identify and suggest process improvements as they arise
    • Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements

KNOWLEDGE/SKILLS/ABILITIES REQUIRED:

  • Provide excellent first line customer service.
  • Respond to all chats, emails and phone calls consistently.
  • Enter all relevant data from customer contact channels into tracking system.
  • Assist with troubleshooting and resolution of all tickets that can be processed from start to finish by level 1 as defined by management.
  • Great interpersonal skills; superior customer service skills; excellent multi-channel communication skills.
  • Works well under pressure with limited supervision while consistently displaying a professional demeanor.
  • Ability to follow processes and escalate issues consistently.
  • Resolve a variety of external technical requests including virtual private networks, protecting data integrity, and assisting the retail industry with the send/receive of proprietary data.
  • Support technical management team with call data analysis.
  • Experienced in Windows operating systems.
  • Familiar with TCP/IP and networking concepts.
  • High level of ethics and integrity.
  • Scheduling flexibility required.

     

    DEGREE/CERTIFICATION REQUIRED:

    • 2 or 4-year college degree is not mandatory, but a plus

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