Service Desk Analyst

New York, NY
Job Type:
Yrs of Exp:
2+ to 5 years

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Job Description

Position Description bull Looking for a motivated individual with strong communication skills and at least 2 years of telephone customer support experience to handle inbound calls and provide quality customer service in accordance with standards and guidelines set by the department. bull Provide excellent customer service to ensure that all issues are logged, prioritized and resolved within SLAs. Handle and record all calls into the Service Desk software system, via telephone, web service and email. bull Troubleshoot and resolve tickets on first contact. bull Keep customers informed on the status of tickets logged. Major Responsibilities bull Provide the 100 phone support to customers across the organization. bull Able to articulate solutions verbally and in writing via phone and web chat tools bull Working as part of a team and on an individual basis, analysts to meet operational targets as set by Management Team bull Correctly re-assign requests which cannot be resolved by First Line Support bull Have a good understanding of service level agreement workings and delivering to their various deadlines. bull Maintaining effective liason with customers and Service Desk colleagues with regard to on-going issues ensuring that changes are communicated to customers whilst keeping other members of the GTS team fully briefed. bull Working alongside the team bringing support and adding value where possible. bull Keep up to date with events affecting users to improve efficiency and effectiveness of our service desk process. Required Skills Knowledge bull Excellent telephone and customer service skills bull Working experience of Windows 7 bull Working experience of Mac OSX bull Working knowledge of Microsoft Office Suite and other Windows products bull Working knowledge of mobile devices (Blackberry and Iphone) Experience Needed bull At least two years of experience of working experience on a Service Desk or Helpdesk telephone environment (as well as other customer facing experience) bull Hands on experience of different IT Systems Educational Background Required bull Bachelorrsquos degree in IT-related discipline preferred or experience to provide equivalent knowledge and skill bull ITIL Foundation Certification preferred

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