Service Desk - Analyst

About the role

Customer issues typically involve questions and/or problems related to their technical environment, but can cover a wide variety of operational issues. Customer service excellence is a requirement and timely first-contact resolution is emphasized. Support issues are required to be fully and accurately documented in the Service Desk ticketing system.

Support issues that cannot be resolved are escalated according to established escalation paths. Analysts must understand and work effectively within the internal structure as well as be knowledgeable of processes and available resources. This position functions in collaboration with Premier Tech Services teams and other Premier departments as needed.

In addition to resolving customer issues, the analyst will proactively identify and address opportunities for operational efficiency, eliminate problems before they occur and document solutions in the knowledgebase. A passion to understand how technology helps to fulfill Premier’s business mission is essential.

The Analyst may be required to work a varied work schedule to provide coverage for 8am to 8pm Monday-Friday operation.

Major Accountabilites: 50% - Customer Service

• Respond to, document and resolve or escalate customer issues in a timely, professional, and courteous manner
• Document customer issues in the ticketing tool with sufficient detail to understand the issue or request, all steps taken and the resolution.
• For issues which cannot be resolved within the Service Desk, identify the appropriate team required to resolve and route the issue in a timely manner
• Convey complex and/or technical processes to customers in a clear logical manner
• Respond to customer inquiries in a timely manner; provide continued timely follow-up in accordance with policies.
• Maintain a high level of customer satisfaction at all times
• Provide coverage for 5-Day/12 Hour operation requiring varied work schedules

35% - Root Cause Analysis / Issue Resolution

• Clearly identify the root of reported issues (technical problems within the computing environment, deciphering error messages, general inquiries, etc.)
• Within Technology Services guidelines, research issues which cannot be resolved immediately

10% - Problem and Process Efficiency Identification

• Identify, address and communicate opportunities for operational efficiency
• Identify recurring issues or problems impacting the user-base and engage the Support Team and/or Support Management for delivery of permanent solution.
• When appropriate, document information in the Knowledgebase which can be reused to speed future resolutions

5% - Miscellaneous

• Participate in meetings and other functions within the department as required
• Complete other duties as identified by the Service Desk Manager.

Minimum Requirements

• High school diploma or equivalent
• IT, PC specific discipline or related business field
• -1 year related experience
• -providing phone-based technical support to end-users
• Additional Information: GOOD COMMUNICATION S
• C2H
• H1B,OPT- EAD,GC or USC
• DURATION: 6 + MONTHS