Service/Help Desk Level 2 Analyst
JOB SUMMARY
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The rate is $15 an hour.
This position will be phone support with the end users.
The Level 2 Analyst’s primary responsibility is to perform technical troubleshooting for the end user, resulting in a first contact resolution.
The Level 2 Analyst documents clear resolutions in a ticketing system and/or transfers appropriately to the appropriate resolver group.
Responsible for providing superior customer service and ensuring a quick and thorough resolution for the end user.
ESSENTIAL FUNCTIONS
§ Handle inbound/outbound calls.
§ Provide Level 1/2 support to the client.
§ Identify issues and escalate issues when necessary.
§ Resolve end-user incidents and process requests upon first contact via Phone, Email and Chat
§ Escalate user issues to appropriate resources when necessary.
§ Perform software, hardware, and basic network troubleshooting.
§ Clearly document user issues and troubleshooting steps.
§ Maintain technical documentation.
KEY COMPETENCIES
§ Customer Focus—stays in tune with internal and external customer expectations about quality and service; seeks input from customers and acts on it; makes customer satisfaction a business priority; takes customer comments and complaints seriously; focuses on what is best for customer.
§ Adaptability—responds resourcefully to rapid change and ambiguity. Works constructively under pressure. Encourages change.
§ Communication—keeps two-way communication flowing with key stakeholders (customers, shareholders, employees, etc.). “Over-communicates” key messages about Artech to internal and external audiences. Delivers clear and effective verbal and written messages.
§ Ethics / Acts with Integrity—demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments.
§ Initiative—seeks new opportunities for business development, quality improvement and personal learning and takes appropriate risks to make them a reality.
§ Shaping and Driving Strategy—has a clear business focus and develops aggressive strategies to achieve competitive advantage. Translates vision and strategies into practical objectives and “street-smart” actions. Drives for results. Holds others accountable by monitoring and measuring performance.
§ Sound Judgement and Decision Making—applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely, tough decisions.
§ Team Player—promotes effectiveness of Artech as a whole by supporting common processes and measurements. Works effectively in partnership with others both across Artech and with customers to achieve business goals.