Service Desk Analyst I

Provides initial technical support to customers while delivering excellent customer experience during interactions regarding computers, servers, applications and hardware issues. Assesses the nature of the issue, responds to Incidents and requests for service, and resolves or escalates using documented procedures and checklists and by simulating or recreating the incident. Documents all calls in the tracking system; escalating complex problems to more experienced support, when necessary.

Major Responsibilities:

• Always provides exceptional customer service. This includes treating everyone with respect and dignity. Demonstrates patience and positivity when working with others in alignment with organizational values.

• Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications.

• Gathers information about the issue from the customer by asking clarifying questions, presenting options and/or solutions and determining the level of complexity. Assists with simulating user issues to resolve. Escalates unresolved interactions appropriately.

• Documents all relevant customer interaction information thoroughly in the service management system.

• Analyzes basic issues and arrives at workable solutions. Provides callbacks or follow-up with the customer as necessary to “close” the ticket and maintain a successful call closure rate. Utilizes the call tracking system; accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI).

• Performs routine procedures to remedy issues or when requested .

• Escalates unresolved issues to second-tier support. Keeps customers informed of the status of their request if an immediate remedy is not available.

• Assists with providing technical hints and tips to proactively assist customers.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• High School Graduate or equivalent. ​

Experience Required:

• Typically requires 1 year of experience in customer service, call center, or Service Desk support.

Knowledge, Skills & Abilities Required:

• Strong interpersonal, customer service and service recovery skills, as well as basic understanding of call centers and call tracking system .

• Strong technical aptitude with the ability to learn quickly and support software applications.

• Understanding of the technical components of an Information System, including basic hardware, platform, database concepts, and terminology.

• Ability to manage multiple priorities in a dynamic work environment.

• Analytical and problem-solving skills.

• Strong written and verbal communication skills including the ability to interact with a diverse customer population and communicate at their level.

• to use/manage a standard multiple-line telephone system.

• Ability to maintain confidentiality and work as a team.

• Ability to determine issues that may have an adverse business impact if not properly escalated. ​

Physical Requirements and Working Conditions:

• Must be able to sit for extended periods of time.

• Must be able to perform fine hand manipulation when using a keyboard.

• Position may require occasional travel which may result in exposure to road and weather hazards.

• Ability to independently work in a remote work environment free from distractions. Potentially exposed to a normal office environment.

• Operates all equipment necessary to perform the job.

• The Service Desk supports the organization 24x7x365. Flexibility for availability in advance to work other shifts, including evening, overnight & weekends is required .

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.