Service Desk Analyst Level 1

Pomeroy

75d

About The Position

The Service Desk Analyst I will provide first line support for clients. Will be responsible for following standard processes and be required to document and resolve technical issues relating to hardware, software, network, or general computer usage.

Requirements

• High school diploma or G.E.D.
• One or more years of technical training in computer support preferred
• Two or more years of technical or customer support experience
• Experience working with company products and operating systems
• Experience with solving computer related problems
• Experience working with company escalation policy

Nice To Haves

• Interpersonal skills to interact with customers and team members
• Good communication skills
• Organization skills to balance and prioritize work
• Analytical and problem-solving skills
• Ability to work in a remote team environment

Responsibilities

• Provide exceptional and professional customer service to our clients
• Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate service management tool
• Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
• Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management
• As Escalation Management process describes, route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups
• Collaborate effectively with other service desk team members
• Participate in ongoing training for service desk operations
• Work on projects or tasks assigned by leadership

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees