Service Desk Analyst

Service Desk Analyst
Santiago, Dominican Republic (Onsite)
Full-Time
JPC - 19884

Summary:
Accountable to provide technical support to a dedicated customer base. Seeks to resolve computer software and hardware issues while ensuring customer satisfaction.

Essential Duties and Responsibilities:
The essential duties and responsibilities can include the following. However, other duties may be assigned.

• Communicate with customers via email, phone, and/or chat.
• Gather customer information and determine the issue by analyzing the symptoms.
• Troubleshoot and resolve customers technical issues.
• Maintain detailed and accurate documentation for all cases.
• Follow-up with the customer on any open issues.
• Escalate advanced help requests as needed.
• Communicate technical information to non-technical customers in a coherent and polite way.
• Complete required training to stay current with system updates and changes.

Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:

• Technical Capacity Demonstrates depth of knowledge and skill in a technical area. Effectively applies technical knowledge to solve a range of problems.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Multi-tasking Ability to manage multiple priorities at once. This includes logging case notes while on customer calls and keeping up with and answering with several chat windows at the same time.
• Customer/Client Focus - Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.
• Communication Speaks clearly and concisely using proper grammar in both oral and written communication.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration; Accepts responsibility for own actions; Follows through commitments.
• Results Orientation - Focuses on the desired result of one's own work, setting challenging goals, putting effort on the goals, and meeting or exceeding them even when under pressure.
• Coachable - Open to constructive feedback and coaching; Applies feedback to meet performance goals.

Language Skills:
Proficiency in English (speak/read/write) to read and interpret documents such as instructions, customer incident reports and procedure manuals. Ability to write correspondence, customer incident reports and substantiate via verbal or written mediums (English). Ability to speak effectively over the phone to customers and to supervisors and colleagues.

Reasoning Ability:
Ability to apply common sense understanding to carry out written or verbal instructions. Ability to deal with problems involving concrete variables in standardized situations. Ability to solve practical problems via a logical, analytic approach.

Other Skills and Abilities:
Ability to multi-task. Ability to work in a fast-paced environment. Strong time management and organizational skills.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment or a home office environment. If the role is being performed in a home office environment, the home office must have a door that can be closed to avoid outside distractions. The role routinely uses standard office equipment such as a computer and soft phone.

Position Type/Expected Hours of Work:
This position is full-time. Days and hours of work may vary and can include evenings and weekends.

Education and/or Experience
Required:

• High school degree or equivalent.
• Strong communication skills in English.
• Demonstrated technical aptitude.
• Experience working independently and as part of a team.
• 6 months or more in a customer service-related job.

About Solugenix
Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance-providing clients with reliability and a strong competitive edge.

Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business-it means having a dedicated ally focused on your success in today's fast-evolving digital world.