SUPPORT CENTER ANALYST/HELP DESK

Essential Job Functions

• Processes telephone calls promptly, accurately, efficiently and courteously.
• Sends messages that are legible and accurate.
• Projects a positive voice image to customers.
• Maintains positive interdepartmental relationships.
• Demonstrates positive verbal communication skills including active listening.

Communication Skills

• Interacts with individuals using words and language appropriate to their level of understanding.
• Aids in the distribution of pertinent information through the system.

Customer Service Skills

• Keeps a “smile in your voice” with all internal/external callers.
• Maintains a positive attitude with staff and customers.
• Keeps the customer in mind.

User Management

• Provides instruction to end-users in the use of hardware, personal computer operating systems, and approved software products.
• Demonstrates exemplary customer service communications.
• Builds customer confidence in information services by demonstrating open-mindedness, good listening, and empathy for customer situations.
• Delivers all information services to customers in accordance with organizational goals and strategies.
• Identifies urgency of customer needs and responds accordingly.
• Provides frequent feedback to customers on the status of their requests.

Competency and Experience

• Associate degree or higher level of education in Information Technology or closely related field.
• Three (3) years of experience in customer service.
• Strong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment.
• Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.
• Proficient with PC and Related Software (Microsoft Office, Windows).
• Exceptional troubleshooting skills.
• Analytical and detail oriented.