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Service Desk Analyst, Level 1

CREO

Durham, NCJobSeen 5 days agoSeen in employer's feed 5 days ago

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At a glance

Compensation
No compensation found
Location
Durham, NC
Work Authorization
Not specified

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Requirements

Credentials this posting asks for.

Bachelor's degree

Job overview

The Service Desk Analyst, Level 1 provides first-level support for incoming service desk requests from clients in the Life Sciences industry. The role handles requests through phone, chat, and email, resolves standard operating system and supported application issues, and manages ticket and email queues. The successful candidate is articulate, adapts communication to different personalities, and maintains an upbeat, positive demeanor.

Skills & qualifications

RequiredNice to have

Skills

Customer ServiceVerbal CommunicationWritten CommunicationMicrosoft 365Independent and TeamworkHardware and Software TroubleshootingHelp Desk SupportA+ CertificationNetwork+ CertificationLife SciencesHealthcareMac OS Support

Qualifications

1+ Years Support ExperienceBachelor's DegreeHelp Desk Certification or Experience

Full job description

JOB DESCRIPTION OVERVIEW

This person is responsible for providing first-level support for all incoming service desk support requests via phone, chat and email, supporting clients in the Life Sciences industry.

This team member will be motivated to provide every client with an exceptional support experience and deliver above and beyond support across every interaction.

To be successful in role, you must be articulate, understand how to adjust your interaction style to a wide range of personalities, and always maintain an upbeat and positive demeanor.

POSITION RESPONSIBILITIES

  • Receives incoming support requests via phone, chat and email

  • Triage and create tickets in the ticketing system

  • Monitor and follow up on tickets in the service desk queue

  • Monitor and follow up on requests in the email queue

  • Provide resolution and assistance for standard operating system issues

  • Provide resolution and assistance to standard supported applications: Microsoft 365, Sharepoint, Chrome, Edge, and a variety of other supported applications and systems

  • Provide typical Level 1 support on ticket types including; password resets, printer mapping, file share mapping, calendar and email support, software updates and installations, user provisioning and similar support items

  • Assign tickets for escalation or resolution related IT groups

QUALIFICATIONS, SKILLS, AND EXPERIENCE

  • 1-2 years’ experience in a support role

  • Excellent customer service skills

  • Bachelors Degree

  • Excellent verbal and written communication skills

  • Experience with Microsoft 365

  • Ability to work independently and as part of a team

  • Ability to troubleshoot hardware and software problems

  • Industry recognized Help Desk Certification and/or help desk environment experience A PLUS

  • A+ certification or Network+ certification preferred

  • Experience in Life Sciences or Healthcare preferred

  • Mac OS support preferred

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