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Service Desk Analyst
AHEAD
posted 1mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Accept and log customer calls
- Monitor events / notifications via the monitoring tools.
- Triage customer calls per specified severity levels
- Execute first attempt to resolve the customer call
- Refer customer call to the appropriate level two/three support group
- Track the progress of customer calls during entire lifecycle (from start to end) to ensure the call is resolved within the agreed Service Level Agreement (SLA)
- Update the customer call record or incident ticket as required
- Escalate customer calls to the appropriate management level when thresholds are violated
- Close customer calls and tickets upon completion
- Communicate, internally and externally, the status of the call directly with the customer or broadcast to a larger audience as defined per SLA.
- Perform account management services - User Account creates / disables / terminations / name changes, etc
- Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
- Distribute daily turnover reports to customers as needed
- Communicate response times for dispatched tickets to the customers
- Manage service requests ensuring adherence to SLA
- Assist with cross training of Service Desk team members as needed
- 2-3 year s technical helpdesk or technical call center experience required
- CompTIA A+ certification preferred
- Hands-on work experience with the following:
- Windows Operating Systems
- MAC Operating Systems
- Proficient knowledge of Active Directory, O365
- User account management for Active Directory,
- O365/Exchange Mailboxes, Distribution lists
- Remote desktop connectivity
- MS Office suite (Word, Excel, PowerPoint, Outlook, Project, and Visio)
- Internet browsers (Edge, Chrome, Firefox)
- VPN and remote dial-in user issues
- 2-factor authentication, soft tokens
- Support for laptop, desktops, and printers
- Smartphone support
- Execute basic queries and administrative tasks for MS SQL, helpful
- Enjoy providing excellent customer service
- Working knowledge of troubleshooting remote access issues
- Excellent verbal and written communication skills (active listening skills)
- Ability to articulate and speak with clear voice
- Ability to understand the Customer s business objectives
- Ability to understand and accept that the Customer s issues affect the business
- Enjoy problem solving
- Must have empathy with end users
- Team player
- Professional code of conduct
- Ability to deal with stress
- Experience with remote monitoring and management a plus
Employment Type: Full Time, Permanent
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AHEAD Benefits
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