IT Support Analyst

Role Overview The IT Support Analyst provides advanced technical support via phone, email, and tickets, working under general supervision of the Service Desk management team. This position is critical in promoting a positive customer relationship and requires a high customer service orientation, strong interpersonal skills and advanced troubleshooting skills to provide support to a diverse population. What You Will Do Responsible for researching/analyzing issues/problems and soliciting relevant information from users to describe non-routine problems and resolving or escalating them to the next level. Why It Might Be a Fit This position requires excellent customer service skills, advanced technical knowledge, and effective communication skills. The ideal candidate will have experience with ServiceNow, HDI Support Center Analyst, and ITILv3 Foundation A+ certification. Requirements Excellent customer service skills Enhanced computer literacy Understanding of call center environment and Service Desk role Experience with ServiceNow, HDI Support Center Analyst, ITILv3 Foundation, A+ certification Effective communication skills Advanced troubleshooting and problem solving skills Ability to organize and follow complex technical procedures Working knowledge of technology principles and terminology Demonstrated sense of ownership, reliability, and urgency Ability to establish proactive relationships with customers #J-18808-Ljbffr