Service Desk Pro: Frontline IT Support

Encore Talent Solutions; Cincinnati (OH); On-site; USD 42,000 - 62,000; Full time

Job summary

Encore Talent Solutions in Cincinnati, OH is seeking a Service Desk Analyst for a full-time, on-site role. You will provide front line support for customers, document issues, and resolve hardware, software, and network problems according to standard processes.

The ideal candidate has an Associate degree in IT or two years of related experience, strong verbal and written communication, and experience with ITSM tools, Outlook, and Gmail.

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

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

Customer service

Verbal communication

Written communication

Interpersonal skills

High stress tolerance

Adaptability

Time management

Windows OS

Outlook

Gmail

Education

Associate degree in Information Technology

Tools

ITSM tools

Microsoft Outlook

Gmail

Office suite

Job description

Encore Talent Solutions in Cincinnati, OH is seeking a Service Desk Analyst for a full-time, on-site role. You will provide front line support for customers, document issues, and resolve hardware, software, and network problems according to standard processes.

The ideal candidate has an Associate degree in IT or two years of related experience, strong verbal and written communication, and experience with ITSM tools, Outlook, and Gmail.