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
