Jr. IT Triage Analyst

Bridgehead IT•San Antonio, TX

About The Position

Because of our commitment to customer satisfaction, Bridgehead IT has grown into an industry leader. We’re seeking an entry level IT Triage Analyst with the right skills to join our team and help take our customer-focused services to new heights. The entry level IT Triage Analyst will play a crucial role in coordinating and supporting our technical team to provide prompt assistance to our clients. Under direct supervision and guidance from more experienced team members and managers, the entry level Triage Analyst will be responsible for identifying the specific issue(s) communicated by the customer, the necessary action(s) to take, the correct resource to address the issue, dispatching the technical staff as well as assisting with creating and updating customer and system documentation. In this role, the ability to function in a fast-paced environment, attention to detail, accuracy, efficiency, and pride in your work are crucial to our and your continued success.

Requirements

High School Diploma required.
Excellent written and verbal communication skills expected.
Experience using Microsoft Office Suite (Microsoft Outlook, Word, Excel) expected.
Understanding of IT terms and processes is highly desired.
1-2 years of customer service experience; preferably in a commercial work environment.
The successful candidate will be a self-starter who is dependable, detail oriented, able to multitask, and able to deliver exceptional customer service.
They will have a passion for excellence, the ability to think on their feet and will be readily willing and able to solve problems in a group setting or alone.
Good organizational skills and the ability to work in a team environment are also key success factors for this position.
Due to the constant communication with customers and internal personnel, the candidate must be able to use correct grammar and spelling, type 20-30 words a minute and be able to communicate effectively in both verbal and written formats.

Nice To Haves

Experience with commercial third-party service portals, tools and applications (Connectwise, Remedy, TrackIT, Labtech etc) desired but not required.

Responsibilities

Dispatching Support Requests: Assist with managing inbound customer support tickets via the ticketing system, phone, and email in a customer friendly and professional manner.
Ticket Triage: Evaluate support tickets and assign them to the appropriate IT technicians based on established procedures, customer notes, technician skill set, workload, and geographic location.
Communication: Communicate effectively with the technicians, management team, account managers, ownership as well as external customers to guarantee prompt and responsive service to their requests.
Documentation: Maintain accurate records of requests, actions taken, and resolutions in the ticketing system.
Customer Service: Take responsibility for the customer’s needs and requests, including taking ownership of those requests and delivering first-rate service.
Teamwork: Work cohesively with the Department Manager, Service Managers, Service Technicians, Sales Representatives and Account Managers to meet the needs of the Customer.
Quality Assurance: Participate in quality assurance activities, such as reviewing closed tickets, customer satisfaction surveys, and identifying areas for process improvement.