Service Desktop Support Analyst

Coforge Limited; Charleston (WV); On-site; USD 42,000 - 64,000; Full time

Job summary

Coforge Limited in Charleston, West Virginia, is seeking a Level 2 Analyst to provide fast, effective technical support via phone, chat and email. You will resolve incidents on first contact and document resolutions clearly in the ticketing system, while escalating complex issues as needed.

Responsibilities include troubleshooting software, hardware, and basic network problems, maintaining documentation, and delivering excellent customer service to minimize downtime for end users in a

Qualifications

• Ability to communicate effectively via telephone, chat and e-mail.
• Strong interpersonal, analytical and problem-solving skills.
• Adept in troubleshooting system and application issues with goal of First Call Resolution.
• Proficient in Windows 7 and above; basic LAN/WAN understanding.
• Understanding of hardware peripherals and related troubleshooting.

Responsibilities

• Handle inbound/outbound calls and provide Level 1/2 support.
• Identify issues and escalate when necessary.
• Resolve end-user incidents and requests on first contact via phone, email and chat.
• Escalate issues to appropriate resources when needed.
• Perform software, hardware, and basic network troubleshooting.
• Clearly document user issues and troubleshooting steps.

Skills

Customer Focus

Adaptability

Communication

Technical Troubleshooting

Windows Troubleshooting

Team Player

Initiative

Sound Judgement

Job description

The Level 2 Analyst?s primary responsibility is to perform technical troubleshooting for the end user, resulting in a first contact resolution. The Level 2 Analyst documents clear resolutions in a ticketing system and/or transfers appropriately to the appropriate resolver group. Responsible for providing superior customer service and ensuring a quick and thorough resolution for the end user.

ESSENTIAL FUNCTIONS

• Handle inbound/outbound calls.
• Provide Level 1/2 support to the client.
• Identify issues and elevate issues when necessary.
• Resolve end-user incidents and process requests upon first contact via Phone, Email and Chat
• Escalate user issues to appropriate resources when necessary.
• Perform software, hardware, and basic network troubleshooting.
• Clearly document user issues and troubleshooting steps.
• Maintain technical documentation.

KEY COMPETENCIES

• Customer Focus?stays in tune with internal and external customer expectations about quality and service; seeks input from customers and acts on it; makes customer satisfaction a business priority; takes customer comments and complaints seriously; focuses on what is best for customer.
• Adaptability?responds resourcefully to rapid change and ambiguity. Works constructively under pressure. Encourages change.
• Communication?keeps two-way communication flowing with key stakeholders (customers, shareholders, employees, etc.). ?Over-communicates? key messages about Artech to internal and external audiences. Delivers clear and effective verbal and written messages.
• Ethics / Acts with Integrity?demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments.
• Initiative?seeks new opportunities for business development, quality improvement and personal learning and takes appropriate risks to make them a reality.
• Shaping and Driving Strategy?has a clear business focus and develops aggressive strategies to achieve competitive advantage. Translates vision and strategies into practical objectives and ?street-smart? actions. Drives for results. Holds others accountable by monitoring and measuring performance.
• Sound Judgement and Decision Making?applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely, tough decisions.
• Team Player?promotes effectiveness of Artech as a whole by supporting common processes and measurements. Works effectively in partnership with others both across Artech and with customers to achieve business goals.

MINIMUM REQUIREMENTS

• Ability to communicate effectively via, telephone, chat and e-mail with customers and peers in varying roles
• Excellent skills in the following areas: Communication - Interpersonal - Analytical - Problem Solving.
• Adept in troubleshooting system and application issues with goal of First Call Resolution
• Proficient in Windows 7 and above
• Understanding of LAN/WAN connectivity.
• Understanding of hardware (peripherals) with moderate-to-high level software, and hardware troubleshooting skills.
• Ability to multitask in a fast-paced environment.

PREFERENCES

• Previous Customer Service experience in a high volume, Technical Support Center.
• 2+ years of Call Center experience or equivalent required.
• A+ Certification preferred, but not required ? other certifications a plus.
• Exceptional understanding of Technical Support Center or Help Desk environment including operations, processes, etc.

The above major ongoing responsibilities describe only the essential job functions and are not intended to be a complete list of all duties and responsibilities. All job functions must be performed in accordance with Coforge Corporate policies and procedures.

Skills Required

Remote Desktop Services

Location

Charleston, West Virginia, United States (USA)