Job Description
Job Purpose
This position is responsible for customer service and technical support for all business products supported out of the operations center.
This operational position requires the analyst to speak directly to internal and external customers about a wide variety of technical issues / requests.
Responsibilities will include providing the necessary support in order to address the customer's issues and / or requests in a manner that meets or exceeds agreed upon Service Level Agreements (SLAs) within operations.
In addition, Analyst II will be a catalyst for building the knowledge base and also act as a process escalation point for Analyst I resources.
Essential Functions
- Serve as escalation for internal / external customer for incidents, requests, and inquiries for all Business Products (35%)
- Log and document detailed ticket activity until a resolution is complete and the ticket is closed with the customer (20%)
- Collaborate with other analysts to determine resolutions for customer incidents and requests (20%)
- Create knowledge base entries for solutions that may be repeatable so that others can leverage against future incidents / requests (15%)
- Make outbound calls to internal / external customers as part of the Incident Management lifecycle (5%)
- Monitor all alerts from alarming tools in order to log incidents and respond accordingly (5%)
- Other duties as assigned
Education
High School diploma required
Certifications, Accreditations, Licenses
- ITIL Foundations Certification Required
- Vocational / Technical / Business School (6-8 Months specialized training) preferred
- Net+, CCENT preferred
- CCNA desired
Experience
Two years of experience in a Service Desk or technical support environment
Special Knowledge, Skills, and Abilities
- Excellent written and oral communication skills
- Excellent customer service and conflict resolution skills
- Solid understanding of Information Technology and computing systems
- Solid networking fundamentals
- Familiar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint
- Familiar with ServiceNow Incident Management System
- Demonstrated a desire for self-directed education regarding IP, Networking, and VOIP technologies
- Ability to help others while meeting individual performance goals
- Ability to work remotely
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