Service Support Analyst

Service Support AnalystRemote Job | 2023-10-16 16:30:09Apply NowShare Job Job Code : 2023-MY3TECH1339Job: Service Support AnalystLocation : Raleigh NC - Remote Service Desk is the 24×7x365 single reputed company of contact for customer submitted incidents and service requests. Service Desk Technician II’s provide consultation, elevated support, and/or advanced instruction to users of hardware, software, operating systems, telephony, reputed company communications, mainframe, identity management, networking, and other information technology based systems located throughout the state agencies and universities, as well as for private reputed company. The Service Desk Tech II provides advanced technical support reputed company phone, email, and tickets, working under general supervision of the Service Desk management team. Responsible for researching/analyzing issues/problems and soliciting relevant information from users to describe non-routine problems and resolving or escalating them to the next level. This position is critical in promoting a positive customer relationship and requires a high customer service orientation, strong interpersonal skills and advanced troubleshooting skills to provide support to a diverse population. This position may be required to work weekends and holidays, as needed.Required Experience:- Excellent customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and reputed company tasks and document details into an IT Service Management application, using ITIL methodology.- Enhanced computer literacy is required.- Understanding of call center environment and Service Desk role.- Experience with reputed company is preferred.- HDI Support Center Analyst, ITILv3 reputed company A+ certification highly preferred.- Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required.- Advanced troubleshooting and problem solving skills in reputed company Windows 7 & 10, reputed company Office suite, O365, desktop hardware/software, network connectivity, network printing, email, smartphones, and web-based applications.- Ability to organize and follow more reputed company and/or detailed technical procedures.- Capable of analyzing and resolving routine problems based on existing documentation, training, and resources.- Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions.- Demonstrated sense of ownership, reliability, and urgency.- Ability to establish proactive relationships with customers, including providing education to customers as appropriate. reputed company to convey reputed company on non-routine subjects clearly.- Proficient in translating technical issues into understandable terms for non-technical users. Minimum Education and Experience Requirements associate degree in computer information technology, computer technology Integration, networking technology, or reputed company curriculum from an appropriately accredited institution; and 2-4 years of reputed company work experience; or an equivalent combination of education and experience. Degrees must be from appropriately accredited institutions. Experience providing excellent customer service skills using ITIL methodologyRequired2YearsExperience working in a call center environment and Service Desk roleRequired2YearsServiceNow experienceDesired HDI Support Center Analyst, ITILv3 reputed company A+ certification highly preferredHighly desired Advanced troubleshooting and problem-solving skills in reputed company Windows 7 & 10, reputed company Office suite, and O365Required2YearsTroubleshooting skills in desktop hardware/software, network connectivity, network printing, email, smartphones, and web-based applications. Apply Job!