Operations Technical Support I (HOME, PL)

The Operations Technical Support 1 (Service Desk Analyst) is responsible for providing Tier 1 IT Service Desk Support in a customer-focused, team-oriented environment. This role involves handling customer incidents, requests, and support functions, primarily through a work-from-home setup, supporting one or more clients.

Location: Remote

Responsibilities

• Interact with customers via multiple communication methods, per established customer service and quality guidelines
• Resolve or escalate customer incidents using available resources, ensuring timely and quality solutions
• Maintain and enhance relationships with support organizations to resolve problems
• Demonstrate appropriate escalation of issues
• Ensure accurate and thorough ticket documentation
• Maintain ownership of workload
• Identify recurring incidents and trends for escalation
• Complete assigned training courses
• Keep the knowledgebase updated
• Adhere to personnel and department policies
• Contribute to or lead continuous improvement initiatives and projects
• Perform other related duties as assigned

Requirements

• Excellent Customer Service & Attitude
• Excellent listening/understanding, verbal, and written communication skills
• Team Player/Mentor
• Excellent contact control, analytical and problem solving skills
• Proactive and Accountable
• Sense of urgency and stress management
• Ability to multi-task attentively
• Adaptability, flexibility, creative solutions
• Desire to learn and maintain knowledge
• Accept feedback, mentoring, coaching
• Working knowledge of Microsoft Office, ticketing, troubleshooting tools
• Understanding of networking, web, email, mobile, security, and managed services technologies
• 1-2 years IT customer service or related experience