Support Center Analyst - Remote

Overview

The Support Center Analyst provides support to all Managed Services contracted clients, responsible for first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers.

In Short

• Resolve problems reported to the service desk by phone or web tickets.
• Provide timely communication on ticket status and resolution.
• Update and maintain Help Desk Documentation and knowledgebase articles.
• Answer phone calls received by the call center by the SLA.
• Acknowledge and work on incoming Help Desk web tickets.
• Work with vendor to resolve issues when required.
• Configure/image desktops or laptops as needed.
• Continuously improve upon technical and soft skill sets.
• Regular, predictable and punctual attendance.
• May occasionally need to work on holidays or weekends.

Requirements

• 3-5 years of Service Desk Experience.
• Experience with providing technical assistance over the phone.
• Able to multi-task by working on multiple open tickets simultaneously.
• Comfortable making decisions on issue resolution without supervision.
• Demonstrates excellent verbal and written skills.
• Motivated to learn new skills and technology practices.

Benefits

• Opportunity to work in a fast-paced environment.
• Continuous learning and improvement opportunities.
• Supportive team environment.