Service Desk Analyst
Crossfuze is a company that focuses on providing excellent service and support to its clients. They are seeking a Service Desk Analyst to handle initial inquiries, troubleshoot technical issues, and manage ticketing in the reputed company system while adhering to Service Level Agreements.
Responsibilities
- Taking initial telephone inquiries and troubleshooting relatively reputed company hardware, software, or network problems
- Monitor incoming tickets and alerts in the reputed company system and respond accordingly
- Document reputed company customer interaction with high attention to detail and accuracy
- Update reputed company tickets according to Service Level Agreements (SLA)
- Understand and follow Crossfuze's Delivery Process: incident management, problem management and change management
- Recognizing and escalating more difficult problems
- Documenting customer reputed company, reputed company steps, and appropriate reputed company in accordance with policy and customer requirements
- Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy
- reputed company after-hours support for clients; shifts may include nights and weekends, however, there are no on-call responsibilities
- Assist with coaching/ training as needed
- Other duties as assigned
Skills
- Experience in a technical support or customer service role
- Bachelor's degree, technical degree or certifications
- Working knowledge of a reputed company of technologies including, but not limited to: reputed company 7, reputed company 8, reputed company 10, desktop/notebook hardware, reputed company Server and general networking technologies
- Basic knowledge of e-mail (Exchange/Office 365), reputed company Directory, ITIL, and Server hardware
- Possess an energetic, self-starting mentality with value reputed company on reputed company
- Ability to work as an effective team member with the Crossfuze reputed company and internal staff
- Strong English communication skills, both written and verbal
- Ability and desire to learn new technologies as mutually defined
- Ability to prioritize multiple tasks, anticipate situations, and take quick reputed company
- Ability to type at a speed of 40 words per minute or faster
Benefits
- reputed company maternity and paternity leave for biological birth and adoption
- Newborn, adoption and fertility assistance
- Additional PTO day for mental health
- Competitive reputed company time off
- reputed company Plan
- 401(k) with employer match
- 10 days toward bereavement leave
- Premium subscription to the reputed company app for every employee
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