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Bridgehead IT · 1 day ago

Jr. IT Triage Analyst

San Antonio, Texas, United States

Full-time

Onsite

Entry Level

1+ years exp

Bridgehead IT is an industry leader committed to customer satisfaction. They are seeking an entry-level IT Triage Analyst to coordinate and support their technical team in providing prompt assistance to clients, while also managing customer requests and maintaining documentation.

ConsultingElectronicsInformation TechnologySoftwareWeb Development

Growth Opportunities

Responsibilities

Dispatching Support Requests: Assist with managing inbound customer support tickets via the ticketing system, phone, and email in a customer friendly and professional manner

Ticket Triage: Evaluate support tickets and assign them to the appropriate IT technicians based on established procedures, customer notes, technician skill set, workload, and geographic location

Communication: Communicate effectively with the technicians, management team, account managers, ownership as well as external customers to guarantee prompt and responsive service to their requests

Documentation: Maintain accurate records of requests, actions taken, and resolutions in the ticketing system

Customer Service: Take responsibility for the customer’s needs and requests, including taking ownership of those requests and delivering first-rate service

Teamwork: Work cohesively with the Department Manager, Service Managers, Service Technicians, Sales Representatives and Account Managers to meet the needs of the Customer

Quality Assurance: Participate in quality assurance activities, such as reviewing closed tickets, customer satisfaction surveys, and identifying areas for process improvement