Help Desk Analyst - Plano, TX
Merge IT•Plano, TX
•Onsite
About The Position
The First Level Analyst will provide technical support for our contact center systems that underpin the Global Service Desk business to handling technical activities performed through Application and Infrastructure Incident, Problem, Request, Change and project tasks. Be hands-on working within proactive maintenance activities including daily checks across all systems. The team is responsible for maintaining and developing the contact center systems.
Requirements
- Applicants must possess a high school diploma, a General Educational Development (GED) certificate, or an equivalent credential
- Comprehensive knowledge of technologies found commonly in an IT workplace: Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces and service delivery management tools such as ServiceNow, along with other applications.
- Familiarity with modern operating systems (mobile, desktop, and virtual), applications, cloud storage, and hardware usage.
Responsibilities
- Engage with technical and non-technical customers through multiple communication channels including phone, email, chat, and applicable ticketing system.
- Perform remote installations, upgrades, repairs using phone, chat, and remote access methods.
- Achieve performance targets established by leadership for applicable Key Performance Indicators
- Improve Service Desk methods, skills, and processes to ensure consistent, high-quality product and service delivery that meets company goals and client needs.
- Consistently support efforts to improve, simplify, automate, and enhance daily service delivery and client experience
- Triage and manage incidents, requests, problems, vendor engagements, preventative maintenance, etc.; making decisions and escalating when required.
- Create, update, and follow processes, procedures, and documentation, including technical guides and troubleshooting information.
- Log and document all work in applicable ticketing system, maintaining detailed records regarding incident, request and problem management (if necessary).
- Prioritize and perform specialized resolutions with escalated and/or high-visibility incidents.
- Provide "White Glove” service to our customers.
- Perform other duties as assigned by management.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
