IT Service Desk Analyst I

About the Role

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 by simulating or recreating the incident.

Responsibilities

• Always provides exceptional customer service, treating everyone with respect and dignity while demonstrating patience and positivity.
• Troubleshoots, answers questions, and resolves basic problems related to LAN/WAN-based software, desktop computing equipment, printers, network status, and applications.
• Gathers information about issues by asking clarifying questions, presenting options/solutions, and determining complexity.
• Assists with simulating user issues to resolve and escalates unresolved interactions appropriately.
• Documents all relevant customer interaction information thoroughly in the service management system.
• Analyzes basic issues and arrives at workable solutions, providing callbacks or follow-ups to "close" tickets.
• Utilizes the call tracking system efficiently, meeting established Service Desk Key Performance Indicators (KPI).
• Performs routine procedures to remedy issues or when requested and escalates unresolved issues to second-tier support.
• Keeps customers informed of request status if an immediate remedy is unavailable.
• Provides technical hints and tips to proactively assist customers.
• Adheres to all organizational policies and procedures.

Requirements

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

Skills

• Strong interpersonal, customer service, and service recovery skills.
• Basic understanding of call centers and call tracking systems.
• Strong technical aptitude with the ability to learn quickly and support software applications.
• Understanding of 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 interacting with a diverse customer population.
• Ability 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 and perform fine hand manipulation when using a keyboard.
• Position may require occasional travel, exposing the incumbent to road and weather hazards.
• Ability to independently work in a remote 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 to work other shifts, including evenings, overnights, and weekends, is required.