Service Desk Analyst I

Summary of Position:

The service desk analyst provides remote customer support via phone, email, and chat to end users within a call center environment.

Essential Functions:

• Provide remote first-level support to a diverse group of customers via phone email chat support
• Address and resolves basic incidents and requests
• Log all incidents and requests
• Engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
• Create a positive customer support experience and build strong relationships
• Ensure timely resolution or escalation, communicate promptly on progress, and handle customers with a professional attitude

Competencies:

1. Ensures Accountability
2. Tech Savvy
3. Communicates Effectively
4. Values Differences
5. Customer Focus
6. Resourcefulness
7. Drives Results
8. Plans and Prioritizes
9. Decision Quality
10. Self-Development

Work Environment:

This job operates in a professional office environment/Data Center settings. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical/Mental Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee in this position frequently communicates with other co-workers/clients who have inquiries about the various projects and other needs.  Must be able to exchange accurate information in these situations.  The employee must be able to remain in a stationary position 75% of the time.  The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.  Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine and printer.  Frequently moves boxes with equipment weighing up to 25lbs across the building and/or to other offsite buildings for various project needs.

Required Education and Experience:

• High School Diploma                     
• 2+ Years of Experience

Qualifications:

• 2+ years of experience in a call center environment
• Must have solid understanding of Windows, Internet Browser, and Microsoft Office Suite
• Must be able support end users with software and hardware issues and must be able to effectively analyze, troubleshoot, research, resolve, track, and when necessary escalate issues  
• Must be very detail oriented and able to effectively and accurately document various technical issues utilizing multiple incident handling tools
• Ability to handle multiple customer environments simultaneously
• Superior customer service skills
• Excellent verbal, written and interpersonal skills
• Ability to work independently with minimal supervision

AAP/EEO Statement:

3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status or any other category that is protected by applicable law.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.