Service Desk Analyst, Level 1

CREO; Durham (NC); On-site; USD 42,000 - 56,000; Full time

Job summary

CREO in Durham, NC, is seeking a Service Desk Analyst to provide first-level support for incoming requests via phone, chat and email, primarily for Life Sciences clients.

You will triage tickets, assist with Microsoft 365 and related applications, and escalate as needed. The role requires 1–2 years of experience, excellent communication, and the ability to work independently and in a team.

Qualifications

• 1-2 years’ experience in a support role.
• Excellent customer service skills.
• Bachelor's Degree.
• Excellent verbal and written communication skills.
• Experience with Microsoft 365.
• Ability to troubleshoot hardware and software problems.
• A+ certification or Network+ certification preferred.
• Experience in Life Sciences or Healthcare preferred.
• Mac OS support preferred.

Responsibilities

• Receives incoming support requests via phone, chat and email.
• Triage and create tickets in the ticketing system.
• Monitor and follow up on tickets in the service desk queue.
• Monitor and follow up on requests in the email queue.
• Provide resolution and assistance for standard operating system issues.
• Provide resolution and assistance to standard supported applications: Microsoft 365, Sharepoint, Chrome, Edge, and a variety of other supported applications and systems.
• Provide typical Level 1 support on ticket types including; password resets, printer mapping, file share mapping, calendar and email support, software updates and installations, user provisioning and similar support items.
• Assign tickets for escalation or resolution related IT groups

Skills

Customer service

Verbal and written communication

Teamwork

Independent work

Education

Bachelor's Degree

Tools

Microsoft 365

SharePoint

Chrome

Edge

Job description

This person is responsible for providing first-level support for all incoming service desk support requests via phone, chat and email, supporting clients in the Life Sciences industry.

This team member will be motivated to provide every client with an exceptional support experience and deliver above and beyond support across every interaction.

To be successful in role, you must be articulate, understand how to adjust your interaction style to a wide range of personalities, and always maintain an upbeat and positive demeanor.

JOB DESCRIPTION OVERVIEW

This person is responsible for providing first-level support for all incoming service desk support requests via phone, chat and email, supporting clients in the Life Sciences industry.

This team member will be motivated to provide every client with an exceptional support experience and deliver above and beyond support across every interaction.

To be successful in role, you must be articulate, understand how to adjust your interaction style to a wide range of personalities, and always maintain an upbeat and positive demeanor.

POSITION RESPONSIBILITIES

• Receives incoming support requests via phone, chat and email
• Triage and create tickets in the ticketing system
• Monitor and follow up on tickets in the service desk queue
• Monitor and follow up on requests in the email queue
• Provide resolution and assistance for standard operating system issues
• Provide resolution and assistance to standard supported applications: Microsoft 365, Sharepoint, Chrome, Edge, and a variety of other supported applications and systems
• Provide typical Level 1 support on ticket types including; password resets, printer mapping, file share mapping, calendar and email support, software updates and installations, user provisioning and similar support items
• Assign tickets for escalation or resolution related IT groups
  

QUALIFICATIONS, SKILLS, AND EXPERIENCE

• 1-2 years’ experience in a support role
• Excellent customer service skills
• Bachelors Degree
• Excellent verbal and written communication skills
• Experience with Microsoft 365
• Ability to work independently and as part of a team
• Ability to troubleshoot hardware and software problems
• Industry recognized Help Desk Certification and/or help desk environment experience A PLUS
• A+ certification or Network+ certification preferred
• Experience in Life Sciences or Healthcare preferred
• Mac OS support preferred