Service Desk Analyst

Description

Key Responsibilities

• Answering inbound phone calls in a call center environment and inbound chats quickly, ensuring our procedures are scripts are delivered consistently
• Identify clients, collecting relevant information concerning requests and issues and create support tickets accurately
• Assist clients’ requests and deliver basic/advance technical support
• Provide friendly and helpful customer service as a first point of contact
• Must have excellent verbal/written communication skills, as well as the ability to multi-task
• Ability to work under pressure, organize and prioritize tasks based on ITIL priority matrix
• Ability to meet individual KPI’s such as a 15-minute average talk time, tickets closed, utilization, and first call resolution
• Other duties as assigned by management

Skills, Knowledge & Expertise

• 2+ years’ experience in a structured IT Support environment (10+ team)
• 3+ years’ experience in Customer Service roles, can be outside of IT
• 1+ CompTIA certifications a must
• Expert level knowledge of networking, computing, peripherals, business applications like Quickbooks, Office, SAGE, etc.
• Experience with remote support tools and network diagnostic tools
• STRONG ability to multi task and thrive in a fast paced environment