What are the responsibilities and job description for the Service Desk Analyst position at Infinite Computing Systems?
Position Description:
- Service Desk Analysts assigned to the QA/QC team are responsible for the day-to-day support of internal and external clients.
- By leveraging your customer service skills, technical training, and having an understanding of today’s technologies, you will solve a wide variety of challenges in a fast paced environment that is managed using ITIL methodology.
- Help Desk Analysts Provide first level support for inbound incidents and service requests from internal and external end users. Manage the technical support email inbox. Maintain end to end responsibility for customer support needs providing timely, reliable, and courteous service.
- Answer inbound phone calls from internal and external clients.
- Maintain appropriate level of skills to handle incidents and requests in line with established service levels. Provide feedback of intelligence gained through customer interactions. Professionally respond to telephone calls, emails, chats, and voicemails for customer support.
Experience Required
- Customer support experience.
- Answering client phone calls and active listening.
- Responding and adapting to different types of characters.
- Multi-tasking, prioritizing, and managing time effectively.
Experience Preferred
- Experience in an IT environment and end-user support role.
- Working with Google Suite and Google Email.
- Remotely troubleshooting networking, server, and end user desktop incidents.
- Experience with incident management and service request processes.
Skills Preferred
- Technical writing experience. Knowledge of legacy, existing, and new PC hardware and software technology.
Job Type: Contract
Pay: $19.00 per hour
Expected hours: 40 per week
Schedule:
- 8 hour shift
- Day shift
Experience:
- Service Desk: 2 years (Required)
- support for inbound incidents and service requests: 2 years (Required)
- Customer support: 2 years (Required)
- Minor troubleshooting: 1 year (Required)
- service request processes: 2 years (Required)
- Knowledge of PC hardware and software technology.: 1 year (Preferred)
Work Location: In person
Salary : $19
