Service Desk Analyst

JOB SUMMARY

Provides superior customer service to customers on an ever-growing variety of service needs. Diagnoses and solves system inquiries and error reports daily. This position is required to perform all Service Desk functions including, but not limited to, answering calls, documenting help tickets, and providing solutions.

EDUCATION

High School Diploma or GED :

High School Diploma or GED (Required)

EXPERIENCE

2+ years: Customer service experience or experience providing technical support to end users. (Required)

ESSENTIAL FUNCTIONS

(JOB DUTIES) Provide a fantastic customer service experience for EVERY customer who calls for service. Capture, translate, and accurately diagnose details of a service need in the tracking system. Communicate effectively with customers, fellow staff, and partners in oral and written form. Professionally interface with interdepartmental team members, growing a culture of timely service need resolution. Adhere to established policies and expectations to deliver a consistent service experience. Apply best-practice search techniques to query an ever-growing Knowledge Base, driving first-level solutions to a diverse customer base. Maintain Data Center Physical Plant technologies to proactively recognize and report anomalous environment changes. Continually nurture an attitude of continual personal improvement; accommodating availability for quarterly two-hour staff meetings on a weekend and occasional training sessions on weekdays between 8am and 5pm, which may be in addition to regularly scheduled shiftwork but with reasonable forewarning. Monitor team and personal work queues for new job-related tasks daily and executes such work as assigned within established timeframes. Participate in an on-call rotation to accommodate last-resort staffing needs. The following describes the competencies of this role: Mixed-OS environment: Windows 10, 7, and MacOS x. Microsoft Office tools including Office365 services. Business and home network infrastructure including routers and wireless access. Translating user-level syntax to technical language and vice versa. Internet technologies including web access, Unified Messaging, WebEx, and Citrix client. Situational awareness to handle sensitive non-technical case intake with professionalism and empathy. Ability to work both independently and as a team member. Individuals may not perform all of these duties, or may perform additional, related duties not listed here.

COMPETENCIES

(KNOWLEDGE, SKILLS & ABILITIES) Ability to adapt to a variety of situations, change, and new learnings Ability to type efficiently and accurately Acceptance of a process-oriented approach to tasks - complete tasks in a consistent, reliable, repeatable manner Demonstrate the ability to operate independently but contributing to team success Desire to be helpful in ANY situation, technical or non-technical Has knowledge of industry standard concepts, practices, and procedures within the Service Desk or Help Desk field Maintain an attitude of continuous improvement, accepting constructive criticism as an improvement opportunity Ability to handle multiple tasks competently

Pay:

$20.00 - $25.00 per hour

Work Location:

Hybrid remote in Indianapolis, IN 46256