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Bell Techlogix - Indianapolis, IN
posted about 2 months ago
About the position
The Service Desk Level 1 Analyst serves as the first point of contact for clients experiencing technology-related issues. This role is crucial in assisting clients to leverage technology effectively to solve business problems while ensuring compliance with technical and quality standards. The analyst is responsible for providing exceptional customer service to achieve high levels of customer satisfaction, resolving inquiries, and escalating unresolved issues as necessary.
Responsibilities
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Confer with customers to provide information about products or services or obtain details of complaints.
- Check to ensure that appropriate steps are taken to resolve customer's problems.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Use software tools to create and update tickets for each client call and email received.
- Use knowledge base as appropriate to research issues and resolutions.
- Monitor and communicate technical issues in a timely manner to leadership.
- Maintain professional working relationship with coworkers.
- Communicate knowledge documentation issues to leadership.
- Follow up on aging tickets.
- Other duties as assigned.
Requirements
- Must have a High School Diploma or GED.
- 6 months of technical support experience or equivalent technical certifications.
- Must be proficient in Microsoft Office and working in different operating systems.
Nice-to-haves
- 12 months technical support experience.
- CompTIA A+, Network+, HDI, MSCE or Industry Equivalent.
- Experience in troubleshooting internet browsers, smart phones & tablets.
- Knowledge or exposure to Windows OS, MAC OS, NICE CXOne, Beyond Trust, Microsoft Teams, Microsoft Office tools, TeamViewer, ServiceNow, SAP, Citrix, RDS Farms, IOS, and Intune.
Benefits
- Equal Opportunity Employer - Disability and Veteran
