Service Desk Analyst

Encore Talent Solutions; Cincinnati (OH); On-site; USD 42,000 - 52,000; Full time

Job summary

Encore Talent Solutions is seeking a Service Desk Analyst to provide frontline support for hardware, software, network, access, and general compute issues in our Cincinnati, OH office. This onsite role documents incidents, troubleshoots using knowledge bases, and delivers a best-in-class customer experience.

The ideal candidate will have an Associate degree in Information Technology or 2 years of related experience, plus strong verbal and written communication, interpersonal skills, and the

Qualifications

• Associate degree in Information Technology or 2 years tech experience preferred.
• Prior experience in a customer service role.
• Strong verbal and written communication skills.
• Strong interpersonal skills and telephone etiquette.
• Experience with fast-paced, high-stress environment.
• Ability to adapt to changing processes, procedures, and schedules.
• Able to handle up to 45 customer calls per day on various configuration items.
• Experience with Microsoft products and supported OS.
• Experience with messaging systems, Outlook and Gmail.
• Willingness to work flexible hours including evenings, weekends, and holidays.

Responsibilities

• Provide best in class customer experience to customers.
• Document all customer contacts into ITSM tools.
• Troubleshoot and resolve applications and general compute issues using knowledge base or support tools.
• Support incident management, request fulfillment, access, problem, and knowledge management; triage where needed.
• Route tickets to appropriate resolver groups when needed.
• Collaborate with service desk teammates.
• Participate in ongoing training for service operations.
• Work on projects and tasks assigned by leadership.

Skills

Customer service

Verbal communication

Written communication

Interpersonal skills

Stress management

Adaptability

Call handling

Team collaboration

Education

Associate degree in Information Technology

Tools

Microsoft Outlook

Gmail

Windows OS

Job description

Encore Talent Solutions is currently seeking a Service Desk Analyst for a full time position located in Cincinnati, OH. This position will be located onsite in the Cincinnati, OH office.

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
• Ill 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/task 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
• Experienced and capable of dealing with fast pace and high stress work environment
• Experienced and capable 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 proficient in all Microsoft’s currently supported O/S
• Experienced and proficient 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 multi-media; 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.

Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.