Randstad Service Desk Analyst in Charlotte, North Carolina
Service Desk Analyst
salary:$18 - $22 per hour
date posted:Monday, August 7, 2017
job type:Temp to Perm
50% - Customer Service
Respond to, document and resolve or escalate customer issues in a timely, professional, and courteous manner
Document customer issues in the ticketing tool with sufficient detail to understand the issue or request, all steps taken and the resolution.
For issues which cannot be resolved within the Service Desk, identify the appropriate team required to resolve and route the issue in a timely manner
Convey complex and/or technical processes to customers in a clear logical manner
Respond to customer inquiries in a timely manner; provide continued timely follow-up in accordance with policies.
Maintain a high level of customer satisfaction at all times
Provide coverage for 5-Day/12 Hour operation requiring varied work schedules
35% - Root Cause Analysis / Issue Resolution
Clearly identify the root of reported issues (technical problems within the computing environment, deciphering error messages, general inquiries, etc.)
Within Technology Services guidelines, research issues which cannot be resolved immediately
10% - Problem and Process Efficiency Identification
Identify, address and communicate opportunities for operational efficiency
Identify recurring issues or problems impacting the user-base and engage the Support Team and/or Support Management for delivery of permanent solution.
When appropriate, document information in the Knowledgebase which can be reused to speed future resolutions
5% - Miscellaneous:
Participate in meetings and other functions within the department as required
Complete other duties as identified by the Service Desk Manager.
High school diploma or equivalent
IT, PC specific discipline or related business field
1 year related experience providing phone-based technical support to end-users