Service Desktop Support Analyst

Responsibilities

• 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.

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.

Preferred Skills

• 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.