Service Desk Analyst 1 (Second Shift Weekend)

Responsibilities

• Provide best-in-class customer experience for our customers.
• Document all customer contacts into various ITSM tools.
• Troubleshoot, diagnose, and resolve applications, and general computing issues using a knowledge base or support tools.
• Routinely route tickets that cannot be resolved at the service desk to the appropriate resolver.
• Collaborate with service desk co-workers through inclusion.
• Participate in ongoing training for service operations.
• Work on projects and/or tasks assigned by leadership.

Requirements

• Associate degree in information technology or 2 years equivalent experience in a technology-related field preferred.
• Prior experience in a customer service role.
• Strong Verbal and written communication skills.
• Strong interpersonal skills and telephone etiquette.
• Problem-solving skills.
• Experienced and capable of dealing with fast-paced and high-stress work environment.
• Experienced and capable of adjusting to changing processes, procedures, and workday.
• Must be able to handle up to 45 customer calls a day on various configuration items and complexity.
• Experience and proficiency in all of Microsoft’s currently supported operating systems.
• Experienced and proficient in messaging systems, Microsoft Outlook, and Gmail.
• A willingness to work flexible and changing hours including evening, weekend, and holiday hours.

Skills

• Technical triage process instruction ability.
• Incident management, request fulfillment, access management, problem management, and knowledge.

Benefits

Encore Technologies is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.