Service Desk Analyst - Remote

Company: Computer Aid Inc
Location: Reading
Posted on: January 10, 2021

Job Description:

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. This is a temp-to-hire, remote position. All candidates should be within 100 miles of Reading, PA. There are multiple shifts available: Sun-Thurs10AM-6:30PM 1PM-9:30PM Tues-Sat10AM-6:30PM 12PM-8:30PM 2PM-10:30PM Responsibilities: Respond to incoming call and e-mail queues promptly and document incidents accurately and simultaneously into 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. 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. Keep an open mind, positive attitude, and contribute to team camaraderie to effectively meet goals and expectations. Qualifications: Associates Degree from college or technical school preferred. Equivalent technical experience also considered in lieu of education. A+ or similar certification preferred. 1+ years of phone-based customer service experience preferred. 1-4 years as a SDA in a fast paced environment required. Excellent oral, organizational, typing, and written communication skills. Working knowledge of PC's, operating systems, applications, networks, and hardware concepts. Good analytical and problem-solving skills. Ability to work effectively both independently and with others to achieve team goals. Strong work ethic.

Keywords: Computer Aid Inc, Reading , Service Desk Analyst - Remote, Professions , Reading, Pennsylvania