Service Desk Analyst

Solutions Management Group (SMG); Cedar Rapids (IA); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

STD/LTD Insurance

Life Insurance

Flexible Spending Account

401(k) with match

Paid time off

Volunteer time

Employee Assistance Program

Job summary

Solutions Management Group is seeking a Service Desk Analyst to provide first-level technical support to Kirkwood Community College staff via phone and email. The role requires strong customer service skills and the ability to troubleshoot a range of issues, logging incidents accurately in the ticketing system.

You will work with the Technology Services team to resolve problems, promote self-service, and ensure timely incident management, while maintaining confidentiality and professional

Qualifications

• 2+ years of customer service experience in a call center environment
• Associates Degree or Certificate/Diploma in computer science or related field
• Strong knowledge of Microsoft operating systems and Office software (Windows 7/10, Office 2016)

Responsibilities

• Provide excellent customer service to Kirkwood Community College staff
• Answer calls promptly within SLA using Automatic Call Distribution
• Log incidents and service requests in the ticketing system accurately
• Utilize troubleshooting skills and communicate effectively with customers
• Schedule Customer Support Technician Team via Microsoft Outlook
• Promote self-service to reduce unnecessary on-site visits
• Work with Technology Services to ensure consistent support
• Maintain First Call Resolution within SLA
• Manage escalated or unresolved issues promptly
• Maintain confidentiality of student, faculty and staff data
• Establish and maintain strong working relationships with colleagues and the public
• Demonstrate a positive, friendly, respectful attitude toward customers and coworkers
• Show strong organizational skills and high attention to detail
• Other duties as assigned by management

Skills

Customer service

Call center

Communication

Education

Associate's Degree or Certificate/Diploma in computer science or related field

Tools

Windows 7/10/Office 2016

Job description

Job Description

Company History: To put it simply, we are a customer service company that happens to sell office solutions. In 1995, we started as a Xerox agency called Midwest Document Systems Inc. As we started to expand into other solutions beyond Xerox, we wanted to change our name to reflect all the technology solutions we offered. Just a few years later, Solutions Management Group was born. Since our beginning, we have been delivering complete office solutions to our clients backed by the highest quality technology vendors in the industry. We partner with companies such as Ricoh, Xerox, Extron, HP, Dell, Lenovo, DocuWare, Print Audit, Papercut. While we are a locally owned company headquartered in Davenport, Iowa, we have been recognized as a leader by global organizations. Through organic growth, we now manage print devices in 35 states and offer life cycle management for technology and workflow automation. Our unparalleled office solutions and service is trusted by clients across various industries including healthcare, retail, insurance, financial services, hospitality, government, automotive, manufacturing, agriculture, and education. We help our clients discover the best practices to approach their problems. We believe that each employee contributes to Solutions Management Group’s growth and success. We hope you will take pride in being a member of our team.

Job Responsibilities: The Service Desk Analyst will provide phone & email based, first level technical support to staff and faculty for the Kirkwood Community College campus. The Service Desk Analyst requires an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.

Job Functions

• Provides excellent customer service to all Kirkwood Community College staff
• Answers incoming phone calls promptly and professionally within established Service Level Agreement using Automatic Call Distribution
• Gathers appropriate information to log incidents and service requests in ticketing system accurately and efficiently
• Utilizes, maintains, and improves upon, effective troubleshooting skills, tools, and communication with customers when resolving issues
• Schedules Customer Support Technician Team through Microsoft Outlook or other department utilized applications
• Promotes self-service and aid customers to use self-service when remote or desk side visit could have been avoided
• Works closely with all areas of the Technology Services department to ensure consistent customer support
• Maintains First Call Resolution requirements within established Service Level Agreements
• Ensures accurate and prompt management of escalated or unresolved issues
• Maintains confidentiality for students, faculty and staff profiles
• Establishes and maintains strong working relationships with colleagues, staff, administrators and the general public
• Displays a positive, friendly and respectful attitude towards customers and co-workers
• Possesses strong organizational skills and high attention to detail
• Other duties as assigned by management

Job Qualifications

• Employee must be able to execute strong customer service skills; 2 years plus of previous customer service experience in a call center environment
• Associates Degree or Certificate/Diploma in computer science or related field
• Strong knowledge of Microsoft based operating systems and software, with an emphasis on Windows 7, Windows 10 and Office 2016

Preferred Education/Experience

• Basic Active Directory Administration experience
• Experience with ITIL methodology
• Experience supporting Higher Education staff and faculty
• Experience supporting end users utilizing Macintosh operating systems
• Experience supporting end users utilizing educational/presentation technology peripherals
• Experience supporting end users utilizing Microsoft SharePoint

Benefits

• Health, Dental, and Vision insurance
• Company paid STD/LTD Insurance for employee
• Company paid Life Insurance $10,000.00 policy for employee
• Section 125 Flex Spending Account
• 401(K) Retirement Plan and 401(k) match
• Paid Time Off (Vacation, PTO and Holidays)
• Paid Volunteer Time
• Employee Assistance Program

Solutions Management Group is an Equal Opportunity Employer

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