MS Service Desk Analyst
Company: Knight Office Solutions Inc
Location: Austin
Posted on: June 24, 2022
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Job Description:
Description:
Summary
The Service Desk Analyst provides first-level triage,
troubleshooting, escalation, and resolution of intermediate-level
technical support requests while providing legendary customer
service and adhering to Customer Service, Service Level Agreement
(SLA), and First Response goals.
Essential Duties and Responsibilities
Receive, prioritize, and document customer support requests from
chats, emails, phone calls, and in-person ensuring content, proper
routing, first call resolution, problem detection and timely
closure.
Provide remote support and resolution to client tickets via
Autotask, Continuum, and Datto.
Point of escalation for intermediate-level support tickets from
other technicians
Escalates complex or out-of-scope Incidents and Service Requests to
appropriate service groups as necessary
Create, update, and manage Knowledge Base articles
Perform on-call duties - when applicable - as outlined in the
On-Call SOP, including but not limited to receiving and resolving
after hours tickets, alerts and supporting backup solutions
daily
Assist in service delivery support of on-boarding's, projects, and
other special tasks as assigned
Primary Objectives:
Provide first and intermediate-level support for customer technical
support requests
Be mindful of opportunities to improve service delivery and
resolutions; provide feedback, training and recommendations to
specialists, and supervisors for improvements
Achieve Service Desk goals for First Response, First Contact
Resolutions, Customer Satisfaction, and SLAs as defined by Service
Level Objectives
Follow operational policies, processes, and procedures as they
pertain to the Service Desk team and company
Maintain regular communication with customers throughout the
support request process
Requirements:
Qualifications
To perform this job successfully, an individual must be able to
perform each essential duty satisfactorily. The requirements listed
below are representative of the knowledge, skill, and/or ability
required. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential
functions.
Education and/or Experience
High school diploma or general education degree (GED); at least 3
year related experience and/or training; or equivalent combination
of education and experience.
Licenses/Certifications:
Current COMPTIA A+; Network +, Security + preferred
Core Competencies
To perform the job successfully, an individual should demonstrate
the following competencies:
Integrity & Trust, Ethics & Values - Decisions and actions
consistently reflect KOS core values; practices honesty / fairness
in all decisions; adheres to highest standards of business
ethics.
Customer Focus - Provides excellent customer service; perpetuates
the theme that customer satisfaction is everyone's
responsibility.
Team Player, Peer Relationships - Cooperates willingly with others
to achieve results; takes ownership and responsibility for own role
and performs assigned work; can quickly find common ground and
solve problems for the good of all with a minimum of noise.
Job Related Competencies:
Communication - Keeps manager(s) apprised of progress on tasks and
notifies him/her of any problems.
Flexibility - Demonstrates ability to handle multiple tasks
effectively; available for overtime to meet project deadlines.
Acceptance of Authority - Freely accepts direction, training, and
constructive criticism from supervisors.
Initiative - Offers suggestions to improve processes; strives to
increase skills and competencies.
Quality - Exhibits thorough job knowledge and technical ability;
consistently provides quality, error-free work in accordance with
deadlines.
Self-Accountability - Capable of operating autonomously to achieve
expected results; ensures commitments are consistently met; seeks
out training to enhance skills.
Attendance - Conforms to company standards on attendance and
punctuality.
Attitude - Always professional in appearance and demeanor; openly
supports company's products and mission; anticipates potential
problems and takes action to prevent.
Customer Service - Attentive to the needs of clients and co-workers
(i.e. sales and service); responds quickly and thoroughly to
questions and concerns; manages customer conflict.
Attitude Toward Criticism - Uses constructive criticism.
Confidentiality - Earns trust of co-workers and supervisors by
maintaining confidentiality of company and client information.
Planning - Develops objectives and plans of action by prioritizing
tasks.
Problem Solving - Demonstrates analytical ability to gather facts
and develop solutions; judgment is sound and timely; anticipates
potential problems and avoids or resolves.
Adaptability - Capable of working under constant interruptions.
Administration - Paperwork is completed accurately and in a timely
manner.
Written Communication - Able to write clearly and succinctly;
articulates messages that have a desired effect.
Language Skills
Ability to read and comprehend simple instructions, short
correspondence, and memos. Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small
group situations to customers, clients, and other employees of the
organization.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of
measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and
interpret bar graphs.
Reasoning Ability
Ability to apply common sense understanding to carry out
instructions furnished in written, oral, or diagram form. Ability
to deal with problems involving several concrete variables in
standardized situations.
Computer Skills
To perform this job successfully, an individual should have
knowledge of Microsoft Office Suite (Word, Excel, Outlook).
Microsoft Access and E-automate software a plus.
Physical Demands
The physical demands described here are representative of those
that must be met by an employee to successfully perform the
essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the
essential functions.
While performing the duties of this Job, the employee is regularly
required to sit; use hands to finger, handle, or feel and talk or
hear. The employee is occasionally required to stand; walk and
reach with hands and arms. The employee must occasionally lift
and/or move up to 10 pounds. Specific vision abilities required by
this job include close vision.
Work Environment
The work environment characteristics described here are
representative of those an employee encounters while performing the
essential functions of this job. Reasonable accommodations may be
made to enable individuals with disabilities to perform the
essential functions.
The noise level in the work environment is usually quiet.
PI182785500
Keywords: Knight Office Solutions Inc, Austin , MS Service Desk Analyst, Professions , Austin, Texas
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