Service Desk Analyst
About The Position
Daily responsibilities include logging, tracking and resolving an average of 40 to 50 customer interactions per day. Specific responsibilities include acting as the customer advocate for problem resolution, demonstrating intermediate-advanced trouble-shooting skills, handling, diagnosing, and resolving end user calls in a single point of contact help desk environment, and providing assistance to other members of the team. An average call lasts approximately 6 minutes; first call resolution rate goal is 75%. The most common calls are listed below: 1. Microsoft Outlook 2. Microsoft Word 3. Desksite (a DMS, Document Management System, used to save / search / retrieve / share documents across the network) 4. Mobile devices 5. IP Phones 6. Document formatting
Requirements
- service desk
- customer service
- troubleshooting
Responsibilities
- logging, tracking and resolving an average of 40 to 50 customer interactions per day
- acting as the customer advocate for problem resolution
- demonstrating intermediate-advanced trouble-shooting skills
- handling, diagnosing, and resolving end user calls in a single point of contact help desk environment
- providing assistance to other members of the team
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
