The Global Service Desk Analyst is a part of a professional team of people providing a single point of contact for the efficient resolution of end-user technical problems and requests. The Global Service Desk supports Client's Professional division employees across multiple business units 24x7. As a member of this team, the Analyst will manage multiple priorities, generate innovative solutions to problems and develop skills required to support the efforts of the business units.

 

KEY RESPONSIBILITIES:

 

• Provide comprehensive first-tier phone support for the efficient resolution of technology problems and requests for Client's Professional division end-users.
• Provide complex and unique technical troubleshooting assistance to employees across global business units.
• Accurately assesses and records problems in the problem management tool.
• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
• Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
• Identify potential system problems and escalate to department contact for resolution.
• Work with customers in establishing the appropriate expectation and response time

·         Further develop technical aptitude and customer service knowledge, skills, and abilities.

·         Take ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions. Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.

• Displays a solid knowledge of major desktop software applications and networking concepts
• Works independently on complex tasks with some technical and management guidance
• Able to speak at an appropriate technical and business level for the audience

·         May participate in some projects and virtual teams

·         Handles multiple and competing projects

·         Delivers on tasks and objectives on time

·         Produces quality work and results

·         Perform related tasks as needed or assigned.

 

QUALIFICATIONS:

 

Education:

·         Technology related degree or certificate and 1 year technical support experience OR comparable training with 3 years technical support experience

Previous Experience:

• Experience in a technology support organization is preferred
• Prior customer service experience preferred.
• Prior call center experience preferred.

 

Knowledge and Skills: 

• Communication skills: Strong communication skills; both verbal and written.
• Listening skills: High degree of comprehension of the issues presented by customers.
• Customer service skills: Ability to understand and empathize with customer concerns/issues remaining committed to providing quality results. Positive service attitude.
• Decision making skills: Apply discretion resulting in appropriate/desired resolutions. 
• Technical skills: Capable of learning, understanding, and communicating technical information.

Contact Elisabeth Laspe for additional  details.  elaspe@advr.com