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OtterBase

The Service Desk Analyst is responsible for providing excellent customer service and technical support to end-users. They play a crucial role in diagnosing and resolving problems, guiding users through troubleshooting procedures, and ensuring smooth operation of desktop software and hardware.

Key Responsibilities:

  • Respond to customer calls and emails, addressing inquiries and technical issues promptly and professionally.
  • Analyze and diagnose problems through effective discussions with users, ensuring accurate issue identification and resolution.
  • Assist end users in setting up, installing, and configuring desktop software and hardware components.
  • Process and escalate service requests to Tier 2 analysts and service owners when necessary, ensuring appropriate resolution pathways are followed.
  • Follow up with customers to ensure satisfaction and verify issue resolution.
  • Maintain and update knowledge base articles to enhance the availability of self-help resources for end users.
  • Actively participate in major incident response, offering assistance and expertise as needed.
  • Take ownership of all interactions with customers, ensuring appropriate follow-through and timely feedback.
  • Utilize Incident Management and Request Fulfillment processes and the Knowledge Management tool as designed.
  • Proactively identify opportunities for service improvement and operational efficiency.

Requirements:

  • High level of technical proficiency in desktop software and hardware setup, installation, and troubleshooting.
  • Excellent communication and customer service skills, with the ability to convey technical information clearly to non-technical users.
  • Strong problem-solving abilities and a proactive approach to issue resolution.
  • Familiarity with Incident Management and Request Fulfillment processes is preferred.
  • Knowledge of Knowledge Management tools and practices is a plus.
  • Ability to work collaboratively with other team members and provide support during major incidents.




REF: JOB-27960

Matt Soucy

Technical Recruiter

msoucy@otterbase.com


    • Job type: Contract
    • Location: Columbus
    • Date posted:
    • Pay:$22 - $26 per hour