Service Desk Analyst, Level 1

JOB DESCRIPTION OVERVIEW

This person is responsible for providing first-level support for all incoming service desk support requests via phone, chat and email, supporting clients in the Life Sciences industry.

This team member will be motivated to provide every client with an exceptional support experience and deliver above and beyond support across every interaction.

To be successful in role, you must be articulate, understand how to adjust your interaction style to a wide range of personalities, and always maintain an upbeat and positive demeanor.

• Receives incoming support requests via phone, chat and email

• Triage and create tickets in the ticketing system

• Monitor and follow up on tickets in the service desk queue

• Monitor and follow up on requests in the email queue

• Provide resolution and assistance for standard operating system issues

• Provide resolution and assistance to standard supported applications: Microsoft 365, Sharepoint, Chrome, Edge, and a variety of other supported applications and systems

• Provide typical Level 1 support on ticket types including; password resets, printer mapping, file share mapping, calendar and email support, software updates and installations, user provisioning and similar support items

• Assign tickets for escalation or resolution related IT groups

• 1-2 years’ experience in a support role

• Excellent customer service skills

• Bachelors Degree

• Excellent verbal and written communication skills

• Experience with Microsoft 365

• Ability to work independently and as part of a team

• Ability to troubleshoot hardware and software problems

• Industry recognized Help Desk Certification and/or help desk environment experience A PLUS

• A+ certification or Network+ certification preferred

• Experience in Life Sciences or Healthcare preferred

• Mac OS support preferred