Service Desk Analyst

The primary purpose of the Service Desk Analyst is to handle client inquires and resolve the client issues in a timely manner while providing outstanding customer service

• Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
• Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with Intelliteach script, spelling, grammatical, and related guidelines);
• Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources
• Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines)
• Escalate unresolved issues to the appropriate channels
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
• Performs other duties as assigned by management.
• Provide backup support to other team members.
• Follow all quality, safety, and company guidelines to ensure a safe and productive work environment, and actively live the company values.

SPECIAL REQUIREMENTS SPECIFIC TO THE JOB

• Ability to work quickly, accurately and with attention to detail in a high-volume environment.
• Must be punctual and have good, consistent attendance. Must also be available for overtime when required.
• Should demonstrate good listening skills and the ability to work well with internal and external customers.
• Must use good judgment, and be courteous and tactful in communications with others.
• Must be a team player and willing to offer assistance to others where and when needed.

• Bachelor’s degree is a must.
• 2 years of general office experience
• 2 years of customer service experience
• Dexterity in using the computer keyboard and mouse while seated at a desk is required. Specific vision abilities required by this job include close vision, depth perception and ability to focus.
• Ability to perform computer functions and to operate basic office equipment.
• Must be able to speak English clearly and be articulate via calls; be able to read and write English.