SUPPORT CENTER ANALYST/HELP DESK

Job description

Provides Level 1 support to customers’ requests. Solves requests such as password resets, common software application (including systems applications), and hardware related issues. Provides first contact with customer to analyze, troubleshoot, and resolve or escalate. Performs basic systems build and customer callbacks. Essential Job Functions: Competency and Experience [Knowledge, Skills and Abilities] - Call Processing - Processes telephone calls promptly, accurately, efficiently and courteously. - Creates and sends messages that are legible and accurate. - Projects a positive voice image to customers, keeping in mind the tone, inflection and enunciation to all callers. - Communication Skills - Interacts with individuals using words and language appropriate to their level of understanding. - Assists with the distribution of pertinent information thought the system. - Maintains positive interdepartmental relationships. - Demonstrates positive verbal communication skills including active listening. - Prepares written materials using correct grammar, spelling, punctuation and format. - Customer Service Skills - Keeps a “smile in your voice” with all internal/external callers. - Main...