Encore Technologies
Service Desk Analyst Level 1 (Weekday 3rd shift) Cincinnati, OH
Service Desk Analyst Level 1
Encore Technologies has been named one of the fastest-growing companies and Tech Company of the Year by the Cincinnati Business Courier. We are a comprehensive IT support provider focused on solving business challenges with innovative solutions. Our mission is to serve as a long-term trusted advisor to help develop and support our customer’s strategic and transformative initiatives
Responsible for providing front-line customer support by adhering to and following standard processes to document and resolve technical issues associated with hardware, software, network, access, and general computing.
Onsite Cincinnati OH
The work schedule is weekday 3rd shift
Responsibilities:
- Provide best-in-class customer experience to our customers
- Document all customer contacts into various ITSM tools
- Troubleshoot, diagnose and resolve applications, and general computing issues using a knowledge base or support tools
- I’ll provide the following support framework: Incident management, request fulfillment, access management, problem management, and knowledge management
- As the technical triage process instructs, route tickets that cannot be resolved at the service desk to the appropriate resolver groups
- Collaborate with service desk co-workers through inclusion
- Be present and participate in ongoing training for service operations
- Work on projects and/or tasks assigned by leadership
Skills/Experience:
- Associate degree in Information Technology or 2 years equivalent experience in a technology-related field preferred
- Prior experience in a customer service role
- Strong Verbal and written communication skills
- Strong interpersonal skills and telephone etiquette
- Problem-solving skills
- Experienced and capable of dealing with fast pace and high-stress work environment
- Experienced and capable of adjusting to changing processes, procedures, and workday
- Must be able to handle up to 45 customer calls a day on various configuration items and complexity
- Experience and proficiency in all of Microsoft’s currently supported O/S
- Experienced and proficient in messaging systems, Microsoft Outlook and Gmail
- Willingness to work flexible and changing hours including evening, weekend, and holiday hours
Encore Technologies is an Equal Opportunity Employer. We respect and seek to empower each individual and support our workforce’s diverse cultures, perspectives, skills, and experiences.