Description
Job Description:
Must have someone that has Outlook 2010 Email support experience and preferably someone that has gone thru an Exchange email migration previously (from on premise to cloud).
Service Desk Analyst
- Provide phone and web generated tickets for a large manufacturing company
- Attempt to resolve customer computer issues utilizing your customer service and technical skills or route the issue to the appropriate team.
- Able to diagnose hardware, software, printing, and network issues for a Windows environment.
- Provide great service to the customers. Be courteous and professional on the phones.
- Able to communicate technical information to customers using everyday terms they will understand. Avoid the use of technical terms and jargon whenever possible.
- Produce quality tickets documentation. This includes making timely updates, correct routing, and detailed documentation of the issue and the steps taken to assist the customer.
- Proactive in assisting the Service Desk achieve their Service Levels.
This includes being available to take:
- Incoming calls
- Pulling tickets from the queue to be worked.
- Address customer walk-up issues as needed
- Work with Service Desk team members with maintaining Knowledge Base. Report whenever updates are needed to ensure the content of the documentation is current, relevant, and accurate.
- Be current on the latest developments in desktop technology
- Plus any additional tasks as assigned
Requirements:
- Service Desk Experience: 2-3 years experience in a technical help desk environment supporting a large corporate customer base
- Prior Desktop Support experience preferred
- Customer Service Experience: Must be able to demonstrate how to provide excellent customer service
- Technical background: A successful candidate must be able to demonstrate their technical skills in providing support for the following: Wintel technology; Networks; Internet; Manufacturing; Mobile Devices; Active Directory; iSupport; Heat; Wireless Access; Windows7; Microsoft Office; and Microsoft Exchange.
- Excellent Communication Skills (Verbal and Written)
- Be a team player in a collaborative environment
- Self-Motivated and requires minimal Supervision
- HDI or related professional certifications are a plus