Administration & Customer Service, Information Technology, Writing, Communications & PR
The Service Desk Analyst I will provide first line support for clients. They will follow standard processes and be required to document and resolve technical issues relating to hardware, software, network, or general computer usage.
Essential Duties & Responsibilities:
The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.
Provide exceptional and professional customer service to our clients
Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate service management tool
Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management
As Escalation Management process describes, route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups
Collaborate effectively with other service desk team members
Participate in ongoing training for service desk operations
Work on projects or tasks assigned by leadership
None. Reports directly to Service Desk Manager.
Minimum Knowledge, Skills and Abilities Required
Associates degree in Information Technology or 2 years equivalent experience in a technology related field
Prior experience in a customer service role
Excellent customer service skills
Strong verbal and written communication skills
Superior interpersonal skills and telephone etiquette
Analytical and problem solving skills
Ability to deal with the stress of a fast paced work environment
Ability to adapt and adjust to changing work situations, processes, and procedures
Ability to handle up to 50 client calls a day on a variety of topics and complexity levels
Proficient in all Microsoft's currently supported Operating Systems
Proficient in messaging systems such as Microsoft Outlook, Gmail, and Lotus Notes
Willingness to work flexible hours with occasional evening and weekend hours
Physical and Mental Demands
The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Must have access to a personal computing device, high speed internet connection and have a private telephone service available for company use if required
Position requires the ability to work various hours Monday through Sunday
While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients and Vendors. Incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.
General office environment
Work is generally sedentary in nature, but may require standing and walking for up to10% of the time. Work is generally performed within an office environment, with standard office equipment available.