CALL CENTER ANALYST

$39,930 - $51,431/Yr

Wayne County Government - Detroit, MI

Full-time - Entry Level

Hybrid - Detroit, MI

Justice, Public Order, and Safety Activities

About the position

The Call Center Analyst at Wayne County Government serves as the first point of contact for internal and external users experiencing service disruptions. This role is crucial in providing technical support, triaging alerts, and managing service requests to ensure effective communication and coordination among various IT groups. The analyst is responsible for delivering high-quality customer service while adhering to established service level objectives.

Responsibilities

• Provide 1st level on-site and remote hardware, software, and network technical support.
• Escalate unresolved incidents or problems to the appropriate service owner or service manager.
• Respond to requests and restore normal service to internal and external users based on established service level objectives.
• Document, assign, communicate, and update all tickets/requests/calls according to Wayne County Service Desk standards.
• Identify potential user training requirements and provide knowledge management recommendations.
• Answer calls courteously and maintain a customer-first attitude.
• Notify management of any customer dissatisfaction with service.
• Attempt to reach customers at least three times before closing a call record if there is no response.
• Complete Service Requests including account creations, deletions, and access changes.
• Respond to all inquiries in the mailbox within 8 business hours.
• Create trouble tickets from customer-reported issues.

Requirements

• An Associate's Degree in Computer Science, Information Systems, Engineering, Business, or a related field.
• One year of relevant technical experience supporting 500 users or more.
• Preferred certifications: ITIL v3 Foundations and CompTIA A+.

Nice-to-haves

• Experience in a call center environment.
• Strong problem-solving skills.
• Excellent communication skills.

Benefits

• Competitive salary range of $39,930 - $51,431 per year.
• Opportunities for professional development and training.