Service Desk Analyst I
Service Desk Analyst I
Location: Columbia Falls, MT
Category: Information Technology
Employment Type: Professional Placement
Job ID: 39202
Date Added: 02/14/2023
Leading provider of communication and response products is hiring for a Service Desk Analyst I. This role is especially fulfilling as the Service Desk Analyst I is the first line of support for the company team and customers. The Service Desk Analyst strives to provide high-quality service using the service desk software platform. This role is best suited to someone who has a technical background in electrical, mechanical and/or IT, along with help/service desk experience.
Pay: $25/hour depending on experience
Schedule: Monday through Friday, 8 a.m. to 5 p.m. (may be on call or overtime as needed)
Benefits:
- Medical insurance options (available after 60 days)
- 401(k) with a company match (available after 60 days)
- 3 weeks of paid time off (available to use from day 1, and a quarterly incentive plan)
- 6 paid holidays
Essential Functions / Responsibilities:
- Provide quality first-line telephone/email/portal support for company customers, assisting with hardware and software issues
- Understand and uphold Service Desk procedures, applying technical skills to resolve failures of vehicle equipment in the field
- Develop and maintain a positive relationship with customers
- Accept new service requests and incidents via telephone, email, or customer portal creating and monitoring service tickets
- Effectively triage customer calls to ensure rapid response and resolution to customer problems
- Effectively troubleshoot and resolve customer issues collecting accurate and concise data about customer issues
- Work effectively with other departments to ensure incident, problem, and change resolution
- Collaborate with field service technicians, service representatives, and customer representatives to dispatch technicians to sites or projects scheduled for service at a company regional service center
- Adhere to established technical troubleshooting practices, incorporating base levels of company product knowledge
- Keep customers informed of the progress of their service event in a timely manner
- Be accountable for KPI development for the business health of the Warranty & Services department
- Become an expert in the Service Desk Platforms utilized by the department
Qualifications:
- Associates degree or diploma in a technical field, statistical analysis, or related field, highly preferred
- Technical competencies and a working knowledge of help/service desk software or an equivalent type of software platform
- Prior help/service Desk experience, preferred
Basic Knowledge:
- Customer-centric attitude, conducting daily business with a strong sense of customer understanding and sensitivity to ensure needs of customer are accurately represented to the Warranty & Services department
- Ability to work independently and collaboratively as part of a team, welcoming feedback and aiming for departmental, not just individual, success
- Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
- High levels of attention to detail; being able to accurately report customer issues, effectively obtain and record data pertaining to customer trouble tickets
- Understand and/or be willing to learn IT Services and their associated products
Email your resume to [email protected] or call 406-407-7988 today!
39202
