EndereçoSummary of the position
The Service Desk Analyst Level 2 provides remote technical customer support via phone, email, and chat to end users within a contact center environment.
- Provide second-level support to a diverse group of customers via phone email chat support
- Address and resolves incidents and requests that have been escalated
- Document all incident troubleshooting and resolution
- Engage other Service Desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
- Create a positive customer support experience and build strong relationships
- Ensure timely resolution or escalation, communicating promptly on progress, and handle customers with a professional attitude
- Create additional training material and add to the department knowledge base
- Conduct Peer mentoring and training of the Service Desk team
Responsibilities :
- Must be able to support end-users with software and hardware issues and must be able to effectively analyze, troubleshoot, research, resolve, track, and when necessary escalate issues
- Strong attention to detail with the ability to organize, prioritize and manage multiple customer environments and tasks simultaneously
- Must be detail-oriented and able to effectively and accurately document technical issues
- Ability to work independently with minimal supervision
- Superior customer service skills
- Excellent verbal, written, and interpersonal skills
- This position requires Shift Flexibility
GENERAL REQUIREMENTS
- Associates degree or equivalent industry certifications preferred3-5 years of experience in a call center environment or equivalent work experience
- 3+ years of desktop support experience preferred; a minimum of one year of desktop support experience
Technical Knowledge required :
- Intermediate Microsoft Office Support (Installs, Configurations, Operation)
- Intermediate Common Application Support (Installs, Configurations, Operation)
- Intermediate Server Administation Support
- Intermediate Router Administration Support
- Intermediate Firewall Support
- Intermediate Infrastructure Support
- Intermediate DNS Support
- Basic SharePoint Administration Support
- Advanced Microsoft Office Support (Installs, Configurations, Operation)
- Advanced Common Application Support (Installs, Configurations, Operation)
- Advanced Server Administation Support
- Advanced Router Administration Support
- Advanced Firewall Support
- Advanced Infrastructure Support
- Advanced DNS Support
- Intermediate SharePoint Administration Support
- Escalations with Vendors
- Complex issues requiring detailed analysis
- Basic to Intermediate Architecture Betterment / Enhancement Support
Há 15 horas
