IT Help Desk Analyst I

Posted: 3 months ago

Good Customer service and phone skills. Punctuality and adherence to assigned work schedule. Shifts can be adjusted to meet the needs of the business (this includes holidays).

General Hours are M-F 8-5, but 7-4 flexibilty

Essential Job Functions and Responsibilities:
•Analyze, sectionalize, isolate, and resolve trouble situations.
•Manage and correlate multiple trouble reports.
•Communicate with customers and others in a repair situation.
•Initiate internal escalations, as necessary.
•Provide assistance to peers and participate in ongoing repair process improvement activities.
•Place proactive outgoing status calls to customers.
•Provide follow up and closure of assigned trouble tickets.
•Train technicians and participate in ongoing repair process improvement activities.General Work Competencies / Abilities:
•Practice excellent customer service
•Demonstrate proficiency with trouble ticketing application and other internal tools
•Ability to work in a fast-paced operational environment
•Ability to answer customer calls and work issues via trouble ticket proficiently and independently
•Create trouble ticket which summarizes customer reported trouble
•Able to recognize issues/defects that will impact implementation and monitoring
•Make recommendations based on customer expectations
•Answer inbound calls and/or redirect calls to proper Client organization if required
•Create trouble ticket which summarizes customer reported trouble
•Provide proactive customer updates on progression of repair
•Initiate internal escalations on customer's behalf and provide follow up
•Effectively manages customer expectations (status and clear description of activities)
•Ability to work independently with minimal supervision
•Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities
•Ability to learn in an 'on-the-job' training environment
•Ability to work all shifts in a 7x24x365 environment

•Associate's degree or Vocational or Technical certificate in telephone network equipment maintenance or support or related field or the equivalent in training and experience.
•Minimum 3 years telephone network equipment maintenance or support experience or the equivalent in training and experience.
•Excellent verbal and written communications skills required.
•Equipment manufacturers training required
•Cisco, Juniper and SolarWinds certifications are a plus