Experience:
3-5 years of experience
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Employment Type:
Full time
Posted:
9/6/2017
Job Category:
Customer Service
Industry:
Other
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IT Service Desk
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Job Description

Job Description:

Must have someone that has Outlook 2010 Email support experience and preferably someone that has gone thru an Exchange email migration previously (from on premise to cloud).

Service Desk Analyst

  • Provide phone and web generated tickets for a large manufacturing company
  • Attempt to resolve customer computer issues utilizing your customer service and technical skills or route the issue to the appropriate team.
  • Able to diagnose hardware, software, printing, and network issues for a Windows environment.
  • Provide great service to the customers. Be courteous and professional on the phones.
  • Able to communicate technical information to customers using everyday terms they will understand. Avoid the use of technical terms and jargon whenever possible.
  • Produce quality tickets documentation. This includes making timely updates, correct routing, and detailed documentation of the issue and the steps taken to assist the customer.
  • Proactive in assisting the Service Desk achieve their Service Levels.

This includes being available to take:

  • Incoming calls
  • Pulling tickets from the queue to be worked.
  • Address customer walk-up issues as needed
  • Work with Service Desk team members with maintaining Knowledge Base. Report whenever updates are needed to ensure the content of the documentation is current, relevant, and accurate.
  • Be current on the latest developments in desktop technology
  • Plus any additional tasks as assigned

Requirements:

  • Service Desk Experience: 2-3 years experience in a technical help desk environment supporting a large corporate customer base
  • Prior Desktop Support experience preferred
  • Customer Service Experience: Must be able to demonstrate how to provide excellent customer service
  • Technical background: A successful candidate must be able to demonstrate their technical skills in providing support for the following: Wintel technology; Networks; Internet; Manufacturing; Mobile Devices; Active Directory; iSupport; Heat; Wireless Access; Windows7; Microsoft Office; and Microsoft Exchange.
  • Excellent Communication Skills (Verbal and Written)
  • Be a team player in a collaborative environment
  • Self-Motivated and requires minimal Supervision
  • HDI or related professional certifications are a plus

Qualifications

Applicants must be eligible to work in the specified location

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