Service Desktop Support Analyst

JOB TITLE:

Level 2 Analyst

REPORTS TO:

Team Lead

BUSINESS LINE:

Workplace Services

FLSA STATUS:

JOB CODE: HR use only

PAY CODE: HR use only

REVISION DATE: 07/2021

JOB SUMMARY

The Level 2 Analysts primary responsibility is to perform technical troubleshooting for the end user resulting in a first contact resolution. The Level 2 Analyst documents clear resolutions in a ticketing system and/or transfers appropriately to the appropriate resolver group. Responsible for providing superior customer service and ensuring a quick and thorough resolution for the end user.

ESSENTIAL FUNCTIONS

• Handle inbound/outbound calls.
• Provide Level 1/2 support to the client.
• Identify issues and escalate issues when necessary.
• Resolve end-user incidents and process requests upon first contact via Phone Email and Chat
• Escalate user issues to appropriate resources when necessary.
• Perform software hardware and basic network troubleshooting.
• Clearly document user issues and troubleshooting steps.
• Maintain technical documentation.

KEY COMPETENCIES

• Customer Focus stays in tune with internal and external customer expectations about quality and service; seeks input from customers and acts on it; makes customer satisfaction a business priority; takes customer comments and complaints seriously; focuses on what is best for customer.
• Adaptability responds resourcefully to rapid change and ambiguity. Works constructively under pressure. Encourages change.
• Communication keeps two-way communication flowing with key stakeholders (customers shareholders employees etc.). Over-communicates key messages about Artech to internal and external audiences. Delivers clear and effective verbal and written messages.
• Ethics / Acts with Integrity demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments.
• Initiative seeks new opportunities for business development quality improvement and personal learning and takes appropriate risks to make them a reality.
• Shaping and Driving Strategy has a clear business focus and develops aggressive strategies to achieve competitive advantage. Translates vision and strategies into practical objectives and street-smart actions. Drives for results. Holds others accountable by monitoring and measuring performance.
• Sound Judgement and Decision Making applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely tough decisions.
• Team Player promotes effectiveness of Artech as a whole by supporting common processes and measurements. Works effectively in partnership with others both across Artech and with customers to achieve business goals.

MINIMUM REQUIREMENTS

• Outstanding Customer Service skills.
• Ability to communicate effectively via telephone chat and e-mail with customers and peers in varying roles
• Excellent skills in the following areas: Communication - Interpersonal - Analytical - Problem Solving.
• Adept in troubleshooting system and application issues with goal of First Call Resolution
• Proficient in Windows 7 and above
• Understanding of LAN/WAN connectivity.
• Understanding of hardware (peripherals) with moderate-to-high level software and hardware troubleshooting skills.
• Ability to multitask in a fast-paced environment.

PREFERENCES

• Previous Customer Service experience in a high volume Technical Support Center.
• 2 years of Call Center experience or equivalent required.
• A Certification preferred but not required other certifications a plus.
• Exceptional understanding of Technical Support Center or Help Desk environment including operations processes etc.

The above major ongoing responsibilities describe only the essential job functions and are not intended to be a complete list of all duties and responsibilities. All job functions must be performed in accordance with Coforge Corporate policies and procedures.