What are the responsibilities and job description for the Help Desk Analyst - Tier I position at Alderson Loop?
Alderson Loop is looking for a Tier I Help Desk Analyst to support a broad spectrum of applications and processes serviced by the Help Desk using its ServiceNow web-based toolsets to search knowledge bases, document calls, complete requests and escalate incidents, all while following proven procedures. The Analysts will take between 8 and 12 calls an hour when busy while exploiting low call volume times to complete manual efforts such as Order Processing and Follow-up call-outs to customers.
Tier I Analysts will be provided initial classroom training in addition to periodic refresher trainings to orient, equip and facilitate proficiency in serving callers. Tier I Analysts will work alongside more senior agents within a team atmosphere where the Escalated Customer Support group, Change and Incident Management personnel and actively engaged Supervisors are leveraged to assist in resolving at least 75% of the customer issues on the initial phone call.
The position will start in the first week of Feb 2025. This position requires you to be on-site in Owings Mills, MD following a hybrid model.
Hourly Rate - $22-$26/hr
Qualifications:
- 1 years of Help Desk Analyst experience
- Must have prior call center environment experience
- Experience resolving technical tickets for customers (internal or external)
- Ability to communicate clearly and confidently by phone and in writing
- Experience with Microsoft Office 365
- Experience working with a ticketing system, preferably SeriveNow
- Motivated toward delivering high levels of Customer Service
- Comfortable with all types of technology – Digital Native
Salary : $22 - $25
