What are the responsibilities and job description for the Service Desk Analyst position at Frontline Managed Services?
Welcome to Frontline Managed Services® – where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence.
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Job Summary
The primary purpose of the Service Desk Analyst is to handle client inquires and resolve the client issues in a timely manner while providing outstanding customer service
Primary Duties & Responsibilities
- Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
- Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with Intelliteach script, spelling, grammatical, and related guidelines);
- Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources
- Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools
- Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines)
- Escalate unresolved issues to the appropriate channels
- Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
Other Duties
- Performs other duties as assigned by management
- Provide backup support to other team members
- Follow all quality, safety, and company guidelines to ensure a safe and productive work environment, and actively live the company values.
- Bachelor’s degree is a must
- 2 years of general office experience
- 2 years of customer service experience
- Dexterity in using the computer keyboard and mouse while seated at a desk is required. Specific vision abilities required by this job include close vision, depth perception and ability to focus.
- Ability to perform computer functions and to operate basic office equipment.
- Must be able to speak English clearly and be articulate via calls; be able to read and write English.
