Service Desk Analyst

Job Title

Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to more complex customer issues and requests. As the entry point for customer's, documents, notifies proper department/desk, escalates as necessary, and tracks and follows up on all incidents. Combines acquired and demonstrated technical qualities with exceptional customer service in daily responsibilities.

Receives and logs customer issues/requests and documents per standards. This includes recording all interactions with customers, assigning priority, classifying issues and clearly indicating the resolution of the issues in the incident tracking system.

Performs triage on incoming customer issues that are more complex and attempts to resolve using the provided knowledge articles. This activity includes issue research via the knowledge management system, documents all steps taken to resolve in the incident ticket and escalates to the responsible party in order to minimize the amount of time taken to resolve customer issues.

Monitors incidents and tracks resolution within the customer Service Level requirement by documenting all steps taken using the knowledge articles in the problem ticket.

Adheres to Service Desk ticket handling procedures. This may include notification to higher Service Desk tiers for urgent and special consideration incidents.

Performs incident follow up with contacts to provide exceptional customer satisfaction.

Through provided training develops and maintains knowledge of the incident tracking system. Through provided training, develops and maintains knowledge of customer business applications and environment. Understands the customer Service Level requirement metrics and objectives.

Assists in mentoring junior team members and accepts mentoring from senior team members. Has a focus on continuous service improvement. Provides input for departmental reports. Strives to build the capabilities of teammates.

Seeks opportunities to improve own knowledge, skills and performance and is receptive to constructive criticism. Other supporting duties as directed.

Minimum Qualifications

HS Diploma or GED; Associates degree in Information Technology preferred.

5-8 years in customer support or help desk for personal computers and software applications.

5+ years in customer service or public relations.

Experience with incident tracking systems.

Experience with knowledge management systems preferred.

ITIL Foundations Certified preferred.

Other Job Specific Skills

Excellent customer service skills.

Demonstrates a friendly, courteous demeanor in customer interactions. Expresses empathy and takes issue ownership when dealing with difficult customer situations.

Driven to meet the speed of answer objective by being a team player during high workload fluctuation.

Using a knowledge document works independently and maintains a high-degree of professional conduct.

Excellent communication and interpersonal skills.

Excellent problem solving and analytical skills.

Technical expertise in:

• Microsoft Windows Operating Systems
• Microsoft Office
• Network Connectivity
• Workstations (PC) troubleshooting

Rapid learner of new software applications.

Ability and desire to build additional technical skills.

Ability to interact effectively with others.

Aptitude to multi-task workloads.

Ability to remain calm and courteous in periods of stress.

Ability to work with broad range of experience levels.

Good administrative and organizational skills.

Excellence in knowledge management.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.