Service Desk Analyst
Long View Systems•Philadelphia, PA
•$30 - $35•Remote
About The Position
We are looking for a professional and eager Service Desk Analyst for our Houston branch and this role is open to remote. You will have a direct impact on Long View's customer success through leading the delivery of service excellence, while working with a diverse team servicing clients across the globe. You will provide tier I support for all IT and communications systems in use with the service desk.
Requirements
- 1-3+ years of experience in a technical support role providing tier I support in a service desk or help desk role
- Proven ability to troubleshoot and resolve technical and procedural issues
- Ability to adapt to fluctuating customer needs and manage high stress situations while reacting quickly and professionally
- Capability to establish rapport among peers and colleagues
- Proven ability to provide superior customer service both on and off of the phone
- Ability and willingness to work an overnight shift
Responsibilities
- Submit fully documented customer issues into a ticket management system
- Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue
- Dispatch an incident to the appropriate Tier II support group when first call resolution is not possible, and manage the incident through its lifecycle
- Understand and assist with all internal and external escalations
- Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery
Benefits
- Comprehensive benefits package from day one
- 3 weeks’ vacation to start
- Recognition programs
- Medical
- Accident Insurance
- Critical Illness Insurance
- Dental
- Vision
- Health Savings Account (HSA) (LVS contributes $500 per plan year)
- Flexible Spending Account (FSA)
- Short-term Disability
- Long-term Disability
- Life Insurance
- Accidental Death & Dismemberment
- Voluntary Life and Accidental Death & Dismemberment
- Retirement Savings 401(k) (LVS contributes 5% of previous year’s W2 earnings) and ROTH
- Discount Program
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
