Service Desk Analyst II

MUST BE LOCAL TO Waukesha, WI or Winston-Salem, NC

Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic remote support from our 24 / 7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role.

ESSENTIAL RESPONSIBILITIES

• Interact with customers to provide and process information in response to inquiries, concerns, and requests
• Gather customer's information and determine the issue by evaluating and analyzing the symptoms
• Deliver service and support to end-users, including via remote connection or over the Internet
• Research required information using available resources
• Follow standard processes and procedures
• Accurately process and record call transactions using a computer and designated tracking software
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• Stay current with system information, changes and updates
• Identify troubleshooting techniques / steps and document all case information and updates as information becomes available via Healthy IT ticketing system
• Follow proper escalation procedures as defined by management
• Ensure customers receive prompt, accurate and courteous service

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

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