JOB Title: Service Desk Analyst(Fulltime)

Location: Indianapolis, In

Roles & Responsibilities:

· 1st line support - troubleshooting of IT related problems from in-house software to hardware, such as iPhones/iPads, Laptops, PCs, and Printers.

· Escalate unresolved calls to the correct support team as described within our corporate knowledge base.

· Receiving, logging, and managing calls from customers end users via telephone, chat, and email.

· Log all calls in the Service Desk Call Logging systems (BT and ServiceNow)

· To maintain a high degree of customer service for all support queries and adhere to all service management principles

· Provide insight to call center stats when reached out from management.

· Provide feedback on support documentation to assist our ability to service requests from the customer.

· Basic Active Directory knowledge. Viewing user accounts, check groups, etc.

· Basic knowledge of troubleshooting iOS phones and tablets

· Effective queue and ticket management

· Packaged Software install using remote access tools (LogMeIn and WS1)

· Use collaboration tools (i.e. Instant Messaging, Outlook, etc.) dealing with daily work.

· Communicate with clients and follow-up on all open and pending tickets.

· Escalate incidents to correct internal resources where necessary

· Achieve first-call resolution (FCR) in a timely manner.

· Identify, communicate and document persistent problems.

· Look for service improvement and ticket reduction opportunities.

· Ensure controls and policies are adhered to at all times.

· Maintain a clean and resilient operating environment.

· Meet and exceed metric requirements.

· Maintain technical knowledge to keep up with rapid changes in technology.

· Adhere to current policies and procedures.

· Take a proactive approach to clients' requirements and identify recurring problems.

Share and document ideas, solutions, improvements and process efficiencies with team.

Job Type: Full-time

Salary: Up to $60.00 per year

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Indianapolis, IN 46201: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk (Preferred)
• Windows (Preferred)

Work Location: One location

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