Service Desk Analyst

optimum • Plano, TX

39d

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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree