Helpdesk

The Operations Technical Support 1 (Service Desk Analyst) is responsible for providing Tier 1 IT Service Desk Support in a customer focused, team oriented, support environment. Tier 1 IT Service Desk Support includes customer incidents (break/fix, requests, and how to), and related support functions/duties. This opportunity is work from home position, being a member of a Virtual IT Service Desk for one or more customers. We have various schedules throughout the week, including 4 days x10 hours or 5 days x 8 hours. Available schedules may change based on business needs.

The Main Responsibilities
Interact with customers, via multiple communications methods, per established customer service and quality guidelines
Using all available resources (including but not limited to: training, knowledgebase, intuition, and escalation resources), resolve or escalate customer incidents per established guidelines, processes, and service level agreements. i.e. Provide quality solutions in a timely manner.
Maintain/enhance relationships with other support organizations (internal and external) to help resolve problems.
Demonstrate the ability to appropriately escalate issues.
Ensure ticket documentation is accurate and thorough.
Maintain ownership of workload
Identify recurring incidents and trends and escalate appropriately.
Take applicable/assigned training courses.
Ensure the knowledgebase is kept up to date.
Adhere to documented personnel and department guidelines and policies.
Contribute toward/lead continuous improvement efforts/initiatives; may lead projects.
Perform other related duties as assigned.

What We Look for in a Candidate Technical Requirements
1 2 years experience supporting customer end users via phone, email, chat or self-service portal.
Providing support for:
Basic connectivity to Internet and/or VPN, Ethernet or WiFi
Basic knowledge of Active Directory/Azure
MS Office troubleshooting and basic how-to support
IE: Outlook configuration and troubleshooting
Operating Systems:
Basic knowledge of MS Windows and remote troubleshooting of PC or Laptop devices
Basic knowledge of troubleshooting issues regarding web sites and/or browsers
Basic understanding of Internet Security and Antivirus
Know how to spot SPAM and Phishing attempts
Ticketing Systems Experience or knowledge of ServiceNow ITSM tool
Additional Nice To Have Skills/Basic Knowledge of
MAC/iOS
SAP
Oracle

Soft Skill Requirements
Excellent Customer Service & Attitude
Excellent English listening/understanding, verbal, and written communications
Team Player/Mentor
Excellent contact control, analytical and problem solving
Proactive and Accountable
Possess a sense of urgency and maintain stress awareness/management
Ability to multi-task while being attentive to the customer
Adaptability, Flexibility, Innovative/Creative Solutions
Desire to learn, and maintain/enhance knowledge
Readily accepts feedback, mentoring, and coaching

Education or Equivalent Experience:
Bachelor s degree in information technology or equivalent education in related fields and/or 1 - 2 years IT customer service experience or other pertinent related experience

Position Objectives:
Following the corporate vision, mission and principles
Provide Customer with an outstanding service experience
Contribute, in a positive way, toward meeting/exceeding service level agreements and organizational performance metrics