Service Desk Analyst Level 1

General Function:

The Service Desk Analyst I will provide first line support for clients. Will be responsible for following standard processes and be required to document and resolve technical issues relating to hardware, software, network, or general computer usage.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

• Provide exceptional and professional customer service to our clients
• Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate service management tool
• Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
• Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management
• As Escalation Management process describes, route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups
• Collaborate effectively with other service desk team members
• Participate in ongoing training for service desk operations
• Work on projects or tasks assigned by leadership

Required Skills:

Basic Qualifications

• High school diploma or G.E.D.
• One or more years of technical training in computer support preferred
• Two or more years of technical or customer support experience
• Experience working with company products and operating systems
• Experience with solving computer related problems
• Experience working with company escalation policy

Other Qualifications

• Interpersonal skills to interact with customers and team members
• Good communication skills
• Organization skills to balance and prioritize work
• Analytical and problem-solving skills
• Ability to work in a remote team environment

As a condition of eligibility to work remotely, Pomeroy requires:

1. Access to high-speed internet with a minimum 15 Mbps download speed and minimum 15 Mbps upload speed.

2. A dedicated work area that is free from distraction and allows security for customer/client information.

3. Use of Pomeroy/client issued desktops/laptops only. Personally owned peripheral devices (monitors, keyboards, mouse, etc.) may be used, providing they are compatible with Pomeroy's equipment.

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