EI
Expert Desk Analyst
eTeam Inc.
🇺🇸 United States
On-site
1 month ago
- Incident Management
- ServiceNow
- VoIP
1 month ago
Duration: 6 Months
(Phone, chat and Slack)
Job Overview:
The Expert Desk Analyst will provide technical support to internal employees who service our customers.
The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employee issues/requests, which may range from straightforward to more complicated technical issues in a dynamic, fast-paced environment.
There is also a range of administration duties within this role.
Excellent communication and interpersonal skills combined with technical skills are essential to providing a customer obsessed, high touch level of support to the employee community.
Responsibilities:
- Responsibilities In-depth technical troubleshooting of software, and connectivity issues for remote employees Assist customers in gaining access to various systems.
- Monitor for incoming issues, determine root cause and either fix or escalate Log all contacts into Incident Management System (ServiceNow)
- Partner with appropriate teams to resolve or properly close aging tickets
- Communicate contact trends and challenges in team meetings
- Take on small projects from start to finish focused on streamlining ATLAS processes
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Asynchronously communicate effectively with customers in a manner that reduces downtime
- Escalate systemic outages to Incident Management Team and advocate for resolution
- Collaborate with peers while solving customer problems in a fast-paced environment.
Qualifications:
Desired Experience:
- Help Desk, contact center, end-user tech support, “Geek Squad,” “Genius Bar,” etc.
- Providing application support through asynchronous communication.
- Partner and communicate with developers/engineers to solve application issues.
- Customer facing break/fix for call center environments and remote workers.
- Knowledge Centered Support (KCS); documentation and process.
- Familiarity in supporting end-user issues with the following technologies but not limited to: Client, VOIP, Interactive Intelligence, IVR, Multi-factor Authentication, Slack, Service-Now, video conferencing, remote desktop, etc.
- Soft Skills - able to provide outstanding customer service to users with a wide range of backgrounds and technical abilities
- Problem Solver - Ability to deduce obscure problems within complicated distributed systems
- Diligence/Alertness - able to maintain focus on new, incoming issues while continuing to work on existing tasks
- Self-motivation - displays a willingness to take on tasks without being asked
- Adaptability - comfortable in a constantly changing environment
- Proficiency - Comfortable supporting a wide range of end-user issues Collaboration - Willingness to engage other support teams, seek help, ask questions
- Customer Obsession/Empathy - Passionate about providing excellent customer service and follow-thru to completion. Falls in love with the customer problem and puts themselves in the customer’s situation.
- Communication - Translate technical jargon into a communication that is digestible by end users
Expert Desk Analyst · eTeam Inc.