Randstad Service Desk Analyst in Charlotte, North Carolina

Service Desk Analyst

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job details:

  • location:Charlotte, NC

  • salary:$18 - $22 per hour

  • date posted:Monday, August 7, 2017

  • job type:Temp to Perm

  • reference:569387

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Major Accountabilites:

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.

Minimum Requirements

  • 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