Posted: Monday, December 18, 2017 11:16 PM
Job Description The Service Desk Analyst I provides timely and accurate response to all incoming incidents, requests, and alerts generated from calls and emails to the Service Desk. Analysts will record information relayed from the customer and the troubleshooting steps performed along with their corresponding results accurately in the ticketing system. The Service Desk Analyst assigns, prioritizes, and resolves incidents and requests in an efficient and concise manner. The analyst will maintain a high first-call resolution rate while exceeding performance metrics for utilization, occupancy, and ready time in queue. Manage personal queue of open tickets and continually follow up to ensure timely incident resolution and customer satisfaction. Proactively identify and take steps to resolve or eliminate recurring incident types. Participate in process improvement and knowledge documentation activity to positively impact customer satisfaction and increase operating effectiveness and efficiency. Service Delivery Respond to incoming call and e-mail queues promptly and document incidents accurately and simultaneously in to the ticketing system. Monitor tickets generated by Network Management Systems for critical network problems; perform first-level troubleshooting to diagnose issues, and escalate to the appropriate provider. Monitor and enforce system security guidelines for all clients. Create user accounts and access rights for clients when applicable. Provide exceptional customer service to all clients. Proactively support and maintain effective user relationships by educating clients on system operations and applications. Utilize the Knowledge Base to research, resolve, and respond to incidents and requests received via phone and e-mail in a timely manner, in accordance with incident management standards. Provide accurate troubleshooting and creative solutions to user problems of basic to moderately complex nature to ensure customer productivity. Manage the incident resolution process for all open incidents by following up with assigned support personnel and/or the affected user to ensure timely incident resolution and customer satisfaction. Acquire and maintain current knowledge of relevant software, hardware, systems, and support policies in order to provide technically accurate solutions to customers. Process Improvement Submit accurate, innovative resolutions to internal and customer knowledge base. Absorb feedback from management and from the Quality Assurance Program and monthly agent scorecards. Actively participate in the continuous improvement model; strengthening skills and working on areas of opportunity. Participate in team projects that enhance the quality or efficiency of the Service Desk. Acquire and maintain knowledge of ITIL best practices provided through training and mentoring. Communication Communicate problem trends and unresolved problems to other Service Desk staff and management, including escalation using the clients on call process when necessary. Monitor DSS corporate email regularly to maintain current knowledge of internal and customer maintenance and outage scheduling, changes to processes and procedures and other constantly changing information. Keep an open mind, positive attitude, and contribute to team comradery to effectively meet goals and expectations. Miscellaneous Participate in mandatory weekly rotation of Service Desk On-Call responsibilities. While On-Call, technicians are responsible for working overtime as needed to assist in providing coverage for open shifts on weekends and as a result of call-offs and PTO. Work at least two holidays per year to provide required coverage of customer contact queues. Respond to staffing needs and overtime as requested. Qualifications · College degree, technical school, or equivalent experience preferred · Excellent oral, organizational, typing, and written communication skills. · 0 - 2 years experience in a customer service environment · Working knowledge of PC’s, operating systems, applications, networks, and hardware concepts · Good analytical and problem solving skills · Ability to work effectively both independently with others to achieve team goals Interaction · Support Contegix and Contegix clients · Collaborate with other Contegix support personnel to resolve issues · Collaborate with client(s) for training and process improvement purposes Impact The Service Desk Analyst I position is a key technical support role. The analyst must communicate with individual clients in order to understand their technical (IT) problems and communicate a resolution and/or escalate the issue and manage the incident resolution process. This role has a significant influence on customer service and customer satisfaction Company Description ProActive Business Solutions, Inc., a certified woman-owned business, was founded in 1998 and has evolved into an award-winning, nation-wide technology outsourcing provider. Our core competencies include semiconductor services, technology relocations, and a wide variety of outsourced technology solutions. ProActively specializes in creating customized solutions for emerging, as well as, Fortune 500 companies.
• Location: Tucson
• Post ID: 66727507 tucson