Service desk Analyst
1 week ago
Responsibilities
Accept and log customer calls Monitor events / notifications via the monitoring tools. Triage customer calls per specified severity levels Execute first attempt to resolve the customer call Refer customer call to the appropriate level two/three support group ·Track the progress of customer calls during entire lifecycle (from start to end) to ensure the call is resolved within the agreed Service Level Agreement (SLA) Update the customer call record or incident ticket as required Escalate customer calls to the appropriate management level when thresholds are violated Close customer calls and tickets upon completion Communicate, internally and externally, the status of the call directly with the customer or broadcast to a larger audience as defined per SLA. Perform account management services – User Account creates/disables/terminations/name changes, etc Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs) Distribute daily turnover reports to customers as needed Communicate response times for dispatched tickets to the customers Manage service requests ensuring adherence to SLA Assist with cross training of Service Desk team members as neededSkill & Experience
2-3 year's technical helpdesk or technical call center experience required CompTIA A+ certification preferred Hands-on work experience with the following: Windows Operating Systems MAC Operating Systems Proficient knowledge of Active Directory, O365 User account management for Active Directory, O365/Exchange Mailboxes, Distribution lists Remote desktop connectivity MS Office suite (Word, Excel, PowerPoint, Outlook, Project, and Visio) Internet browsers (Edge, Chrome, Firefox) VPN and remote dial-in user issues 2-factor authentication, soft tokens Support for laptop, desktops, and printers Smartphone support Execute basic queries and administrative tasks for MS SQL, helpfulAdditional Requirements
Enjoy providing excellent customer service Working knowledge of troubleshooting remote access issues Excellent verbal and written communication skills (active listening skills) Ability to articulate and speak with clear voice Ability to understand the Customer's business objectives Ability to understand and accept that the Customer's issues affect the business Enjoy problem solving Must have empathy with end users Team player Professional code of conduct Ability to deal with stress Experience with remote monitoring and management a plus Why AHEAD: Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.We understand that you have a life outside of work. That's why we offer paid time off, paid company holidays, and a great benefits program including maternity/paternity leave and much more-
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