Description:
JOB SUMMARY
The primary purpose of the Service Desk Analyst is to handle client inquires and resolve the client issues in a timely manner while providing outstanding customer service
PRIMARY DUTIES & RESPONSIBILITIES
-
Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
-
Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with Intelliteach script, spelling, grammatical, and related guidelines);
-
Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources
-
Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools
-
Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines)
-
Escalate unresolved issues to the appropriate channels
-
Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
OTHER DUTIES
-
Performs other duties as assigned by management
-
Provide backup support to other team members
-
Follow all quality, safety, and company guidelines to ensure a safe and productive work environment, and actively live the company values.
Requirements:
Bachelor’s degree is a must
2 years of general office experience
2 years of customer service experience
- Dexterity in using the computer keyboard and mouse while seated at a desk is required. Specific vision abilities required by this job include close vision, depth perception and ability to focus.
- Ability to perform computer functions and to operate basic office equipment.
- Must be able to speak English clearly and be articulate via calls; be able to read and write English.
