IT Support Center Analyst
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Job Description
IT Support Center Analyst providing technical support remotely for Managed Services clients by resolving technology issues. Entry level role focused on end-user account administration tasks.
Responsibilities:
- Resolve problems reported to the service desk by phone or web tickets
- Provide first-level contact and problem resolution for customer issues
- Provide timely communication on ticket status and resolution.
- Answer phone calls received by the call center by the SLA.
- Resolve or escalate issue as needed.
- Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed.
- Quickly and effectively communicate with customers within the set SLA.
- Work with vendor to resolve issues when required.
- Continuously improve upon technical skills sets within assigned areas of expertise.
- Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast-paced environment.
- Regular, predictable and punctual attendance.
- May occasionally need to work on holidays or weekends.
Requirements:
- Experience in the Customer Service industry
- A+ Certification preferred but not required
- Enrolled in IT related class, certification training, or degree preferred, but not required.
- Experience with providing technical assistance over the phone.
- Able to multi-task by working on multiple open tickets simultaneously.
- Experienced in working in a fast-paced environment with multiple priorities and projects.
- Able to investigate, analyze and troubleshoot customer issues.
- Comfortable making decisions on issue resolution without supervision.
- Demonstrates excellent verbal and written skills.
- Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.
Benefits:
- Health insurance
- Professional development
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