Service Analyst

"This will be working 99% remotely, the other 1% consultant will need to come to the office for generic requests that cant be done over the computer, i.e mostly device pickup and re-imaging devices"Provides first level support for inbound incidents and Service Requests from end users and client IT staff.Maintain end to end responsibility for customer’s support needs providing timely, reliable, and courteous service.Assists with the development and improvement of work instructions, procedures, standards and documentation.Exceptional attendance is a mustMentor and assist with training other Help Desk AnalystsAssists other Help Desk Analysts by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group.Maintain appropriate level of skills to handle incidents and requests in line with established service levels.Provide feedback of intelligence gained through customer interactions.Professionally respond to telephone calls, emails, chats and voicemails for customer supportTechnical writing experienceInnovative, team-oriented problem solverStrong commitment to providing quality serviceExcellent interpersonal, negotiation and communication (verbal and written) skillsExcellent organizational, time management and follow through skillsAbility to manage multiple competing prioritiesUnwavering commitment to providing customers with an exceptionally high quality experienceDevelops and maintains knowledge of legacy, existing, and new PC hardware and software technologyRemotely troubleshoot networking, server, and end user desktop incidentsBe an active participant in the incident management and service request processesExperience working with Google Suite and Google Email