Service Desk Analyst

Encore Technologies; Cincinnati (OH); On-site; USD 22,041 - 33,062; Full time

Job summary

Encore Technologies in Cincinnati, OH is seeking an onsite Help Desk Specialist to provide frontline IT support for customers, documenting issues, and resolving hardware, software, and network problems. This role operates in a Monday–Friday first shift with additional weekend coverage on evenings, and offers an hourly rate plus benefits.

You will troubleshoot via knowledge bases and ITSM tools, route unresolved tickets to the right groups, collaborate with colleagues, and participate in ongoing

Qualifications

• Associates degree in Information Technology or 2 years equivalent experience in a technology related field preferred
• Prior experience in a customer service role
• Strong verbal and written communication skills
• Strong interpersonal skills and telephone etiquette
• Problem solving skills
• Experience and capability to work in a fast paced and high stress environment
• Experience and capability of adjusting to changing processes, procedures, and workday
• Must be able to handle up to 45 customer calls a day on various configuration items and complexity
• Experience and proficiency in all Microsoft’s currently supported O/S
• Experience and proficiency in messaging systems, Microsoft Outlook and Gmail
• Willingness to work flexible and changing hours including evening, weekend, and holiday hours

Responsibilities

• Provide best in class customer experience to our customers
• Document all customer contacts into various ITSM tools
• Troubleshoot, diagnose and resolve applications, general compute issues using knowledge base or support tools
• Provide the following support framework: Incident management, request fulfillment, access management, problem management, and knowledge management
• As technical triage process instructs, route tickets that cannot be resolved at the service desk to the appropriate resolver groups
• Collaborate with service desk co-workers through inclusion
• Be present and participate in ongoing training for service operations
• Work on projects and tasks assigned by leadership

Skills

Customer service

Communication skills

Problem solving

Teamwork

Microsoft Windows OS

Telephone etiquette

Education

Associates degree in Information Technology or related field

Tools

Microsoft Outlook

Gmail

Job description

Overview

• Onsite
• Monday – Friday 1st Shift
• Weekend Shift 8pm – 9am
• Hourly rate + benefits

Description

Responsible for providing front line support for customers by adhering and following standard processes to document and resolve technical issues associated with hardware, software, network, access, and general compute.

Responsibilities

• Provide best in class customer experience to our customers
• Document all customer contacts into various ITSM tools
• Troubleshoot, diagnose and resolve applications, general compute issues using knowledge base or support tools
• Provide the following support framework: Incident management, request fulfillment, access management, problem management, and knowledge management
• As technical triage process instructs, route tickets that cannot be resolved at the service desk to the appropriate resolver groups
• Collaborate with service desk co-workers through inclusion
• Be present and participate in ongoing training for service operations
• Work on projects and tasks assigned by leadership

Skills/Experience

• Associates degree in Information Technology or 2 years equivalent experience in a technology related field preferred
• Prior experience in a customer service role
• Strong verbal and written communication skills
• Strong interpersonal skills and telephone etiquette
• Problem solving skills
• Experience and capability to work in a fast paced and high stress environment
• Experience and capability of adjusting to changing processes, procedures, and workday
• Must be able to handle up to 45 customer calls a day on various configuration items and complexity
• Experience and proficiency in all Microsoft’s currently supported O/S
• Experience and proficiency in messaging systems, Microsoft Outlook and Gmail
• Willingness to work flexible and changing hours including evening, weekend, and holiday hours

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multimedia; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, clients and vendors. Incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

General office environment

Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.