Service Desk Analyst

The area: Service Desk

The Service Desk at nfrastructure is made up of a highly motivated team whose attention to detail, follow-through, and constant client support creates an energetic and productive atmosphere. Working directly with clients, the team is committed to resolving all client and internal issues as they arise and escalating problems as necessary. The Service Desk team works together to support the IT infrastructures at client locations while simultaneously maintaining and troubleshooting our internal network.

The role: Service Desk Associate

The Service Desk Associate will provide Level 1 support to clients. This position will provide customer-friendly assistance to clients experiencing difficulty using IT products and services. The Service Desk Associate will troubleshoot, diagnose and resolve or escalate Level 1 incidents received as necessary. The Associate will install, configure, administer and support the network status monitoring tools. The Associate will also analyze the data obtained with these tools to diagnose problems, determine trends, and plan upgrades.

• This is a shift position, you will need to be flexible to work 1st, 2nd or 3rd shift.

Responsibilities:

• Perform customer support to client via telephone, chat and email support
• Perform call backs as required
• Identify and/or coordinate hardware and software requests and offer solutions for customer accounts
• Act as a subject matter expert (SME) across limited subject areas and provide mentoring in the limited subject areas
• Train and mentor other service desk associates as needed

REQUIREMENTS:

• High School Diploma or equivalent experience
• Experience working on a helpdesk/service desk handling tickets
• Experience troubleshooting Desktop hardware and associated peripherals
• Proficiency in navigating accounts with multiple skill set requirements
• Learn and become knowledgeable of customer products and services
• Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
• Ability to resolve more complex support ticket requests
• Ability to provide support to new team members
• Effectively manage length of calls/handle time
• Promote teamwork and contact center success
• Must have an advanced understanding with - Microsoft Outlook 2010, Windows 7, Internet explorer 9, and computer terminology

About nfrastructure:

nfrastructure partners with the world’s most admired brands to design, build, and operate infrastructure and applications for digital business. Our insight, execution, and results culture, world-class engineering talent, on-site technical service in every major market, tightly integrated high-availability remote support and our innovative, proprietary “nterprise” software platform delivers a highly differentiated value proposition for our customers and partners.

More information about nfrastructure can be found at www.nfrastructure.com

Apply for this job or another online today at www.nfrastructure.com/company/careers