Service Desk Analyst

Altice USA Inc.•Plano, TX

35d

About The Position

We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community. If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you! We are Optimum! Job Summary Responsible for providing single point of contact to Optimum's internal customers. Analyst will provide primary activity queue support by resolving a user's problem or service requests via the phone, sent in via E-mail, Self Service requests or via Live Chat. They will also coordinate with other IT support groups (if necessary) to resolve the request. The Analyst will track, monitor, escalate and train customers efficiently and with quality. The goal is to meet or exceed the customer's level of expectation with technical support and requests for service. At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey. If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.

Requirements

Associates degree or equivalent experience of 1 year
Exceptional written and oral communication skills
Excellent interpersonal skills, with a focus on rapport building, listening, and questioning skills
Strong documentation skills
Ability to absorb and retain information quickly
Ability to present troubleshooting steps in user-friendly language
Analytical problem-solving abilities
High level of attention to detail
Highly self-motivated
Team oriented

Responsibilities

Systematically interprets user problems and identifies solutions and possible side effects.
Uses experience to address user problems and interrogates databases for potential solutions.
Escalates complex or unresolved incidents.
Records and tracks issues from outset to conclusion.
During change, acts systematically to respond to day-by-day operational needs, avoiding service disruptions and maintaining coherence to SLA and information security requirements.
Responds to common requests for service by providing information to enable fulfillment.
Promptly allocates unresolved calls as appropriate.

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