Remote Help Desk Analyst - Incident & Desktop Support

TierPoint LLC; United States; Remote; USD 20,000 - 29,000; Full time

Job summary

TierPoint LLC is seeking an HDS Customer Service Analyst to deliver quality customer experiences across incident management, desktop support, and proprietary application support. This role acts as the first line resolution and collaborates with Service Specialists to ensure industry-leading service for HDS customers.

The position requires strong communication skills, the ability to work in a fast-paced environment, and proficiency in MS Office and Windows.

Qualifications

• High school diploma or equivalent.
• 0-1 years of technical and client support in an information technology environment.
• Familiar with components of a computer.

Responsibilities

• Provides quality internal and external customer service surrounding the Company values.
• Receive incoming calls from customer to open a service ticket following the ITIL model.
• Navigating through technical documentation to determine troubleshooting steps for specific issues.
• Dispatching service needs to appropriate service providers.
• Understanding of client business impact on incidents and service requests.
• Takes ownership of all incidents and events until resolution and closure.
• Monitoring ticket queue to ensure that all contractual SLAs are satisfied.
• Take proactive steps to making sure client is up to date.
• Liaise with the Support Specialists and/or Engineering team to provide clear and detailed communication to customers regarding incidents.
• Assist in building and maintaining HDS knowledgebase to ensure rapid resolution of incidents.

Skills

Customer service

ITIL familiarity

Typing 45 wpm

Multi-tasking in fast pace

Education

High school diploma

Tools

Active Directory

MS Office

Windows

Ticketing systems

Job description

TierPoint LLC is seeking an HDS Customer Service Analyst to deliver quality customer experiences across incident management, desktop support, and proprietary application support. This role acts as the first line resolution and collaborates with Service Specialists to ensure industry-leading service for HDS customers.

The position requires strong communication skills, the ability to work in a fast-paced environment, and proficiency in MS Office and Windows.