Encore Technologies · 2 weeks ago
Service Desk Analyst
Cincinnati, OH
Full-time
Onsite
Entry Level
$18/hr - $18/hr
2+ years expEncore Technologies is seeking a Service Desk Analyst to provide front line support for customers. The role involves troubleshooting technical issues and ensuring a best-in-class customer experience while adhering to standard processes.
Information ServicesInformation TechnologySoftware
Hiring Manager
Conner Sullivan
Responsibilities
Provide best in class customer experience to our customers
Document all customer contacts into various ITSM tools
Troubleshoot, diagnose and resolve applications, general compute issues using knowledge base or support tools
Ill provide the following support framework: Incident management, request fulfillment, access management, problem management, and knowledge management
As technical triage process instructs, route tickets that cannot be resolved at the service desk to the appropriate resolver groups
Collaborate with service desk co-workers through inclusion
Be present and participate in ongoing training for service operations
Work on projects and/task assigned by leadership
Qualification
Required
Provide best in class customer experience to our customers
Document all customer contacts into various ITSM tools
Troubleshoot, diagnose and resolve applications, general compute issues using knowledge base or support tools
Provide the following support framework: Incident management, request fulfillment, access management, problem management, and knowledge management
Route tickets that cannot be resolved at the service desk to the appropriate resolver groups
Collaborate with service desk co-workers through inclusion
Be present and participate in ongoing training for service operations
Work on projects and tasks assigned by leadership
Strong Verbal and written communication skills
Strong interpersonal skills and telephone etiquette
Problem solving skills
Experienced and capable of dealing with fast pace and high stress work environment
Experienced and capable of adjusting to changing processes, procedures, and workday
Must be able to handle up to 45 customer calls a day on various configuration items, and complexity
Experience and proficient in all Microsoft's currently supported O/S
Experienced and proficient in messaging systems, Microsoft Outlook and Gmail
Willingness to work flexible and changing hours including evening, weekend, and holiday hours
Preferred
Associates degree in Information Technology or 2 years equivalent experience in a technology related field
Prior experience in a customer service role
Company
Encore Technologies
Encore Technologies is a data center and comprehensive IT support provider.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Grant Leugers
Chief Financial Officer
Kaitlin Ertel
Partner Marketing Associate
Recent News
Cincinnati Business Courier
2024-02-18
Company data provided by crunchbase