IT Service Desk Analyst - Customer-Focused & On-Site

TKC Holdings, Inc.; Missouri; On-site; USD 26,000 - 33,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company匹

Job summary

TKC Holdings, Inc. is seeking an IT Support Analyst to provide frontline service desk support for the Keefe Group. You will handle incoming calls, gather information, and route incidents to the correct teams while delivering excellent customer service.

In this role you will work on-site in Missouri, assist with ticketing in Microsoft Dynamics CRM, coordinate third-party technicians, and contribute to timely resolution while maintaining high-quality standards and customer satisfaction.

Qualifications

• Associate's degree or equivalent from two-year college or technical school, or 6 months to 1 year related experience.
• Superior listening skills.
• Strong customer service skills.
• Strong interpersonal skills.
• Excellent organizational and time management skills.
• Ability to adapt easily to a changing environment.
• Understanding of basic computer/network concepts and MS Office applications.
• High call volume experience.

Responsibilities

• Provide excellent customer service with frequent customer interaction.
• Answer incoming technical calls and gather information; route to appropriate teams.
• Use knowledge base to resolve routine problems and escalate when needed.
• Coordinate third-party technicians for on-site visits.
• Update customers on status of active service desk tickets.
• Open and categorize tickets in Microsoft Dynamics CRM.
• Document interactions and follow up as needed.
• Escalate issues to service desk management for diagnosis.
• Serve as backup administrator for service desk email.
• Train on an as-needed basis and complete miscellaneous projects.
• Perform other duties as determined by business needs.

Skills

Superior listening skills

Strong customer service

Strong interpersonal skills

Organizational skills

Time management

Adaptability

Understanding of basic computer/netowk

High call volume experience

Education

Associate's degree or equivalent

Tools

Microsoft Dynamics CRM

MS Office (Word, Excel, PowerPoint, Outlook)

Job description

TKC Holdings, Inc. is seeking an IT Support Analyst to provide frontline service desk support for the Keefe Group. You will handle incoming calls, gather information, and route incidents to the correct teams while delivering excellent customer service.

In this role you will work on-site in Missouri, assist with ticketing in Microsoft Dynamics CRM, coordinate third-party technicians, and contribute to timely resolution while maintaining high-quality standards and customer satisfaction.