IT Support Analyst - Level I Helpdesk

Position Overview

IT Support Analyst will provide excellent customer service through incoming phone calls to the IT Service Desk while assisting customers with routine incidents and routing tickets to appropriate teams.

Key Responsibilities

• Demonstrate excellent customer service skills with frequent customer interaction.
• Answer all incoming technical phone calls through the Service Desk, gather appropriate information, and quickly interpret and differentiate customer technical requests to route them to appropriate support teams.
• Use procedures, policy, knowledge base information, and reference materials to provide incident resolution and closure for routine user problems; route tickets for issues that cannot be resolved at Level 1 to the appropriate group.
• Assist with coordination of third party support technicians via telephone and email to schedule on site visits for hardware/software issues.
• Assist customers via phone regarding status of active service desk tickets.
• Open and properly categorize tickets using Microsoft Dynamics CRM case management system for reported issues.
• Document details of customer interactions and provide follow up as needed.
• Escalate reported issues to the appropriate service desk tier or management for diagnosis and resolution.
• Act as backup administrator for monitoring of the Service Desk email.
• Provide training on an as-needed basis.
• Complete miscellaneous projects and duties as assigned by management.

Required Qualifications

• Education & Experience: Associate's degree (A.A.) or equivalent from a two-year college or technical school; or six months to one year of related experience and/or training; or an equivalent combination of education and experience.
• Must be a self-starter who can work well with people at all levels in a professional manner.
• Superior listening skills with the ability to understand a customer's situation clearly.
• Strong customer service skills with the ability to handle customer requests and concerns in a patient, helpful, and professional manner.
• Strong interpersonal skills to create positive interactions with customers and peers.
• Excellent written and oral communication skills.
• Ability to work independently or within a team to efficiently resolve customer issues.
• Proven ability to manage and prioritize multiple issues.
• Excellent organizational and time management skills.
• Ability to adapt easily to a constantly changing environment.
• Understanding of basic computer/network concepts and experience with Microsoft Office applications including MS Word, Excel, PowerPoint, and Outlook.
• Experience handling high call volumes.