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Service Desk Analyst 1

Company Name:
CRG Workforce
Service Desk Analyst 1
Provide technical support to end users in an array of PC, server, applications and hardware issues. This position works with Nth Tier to resolve incidents and to restore service in a timely and efficient manner. Regularly works with other technical staff to support the overall infrastructure, systems and processes. Strong customer service skills, willingness to learn and grow, and a sense of urgency and accountability are all requirements for this role.

Job Responsibilities:
Provide 1stlevel resolution support to end users; may include New Incidents, Problems, Change Requests, and Service Requests
Required support may involve desktop, laptop, telecom, printer, applications, mobility, and peripheral components.
Utilizes the company's Global Service Desk ticket system for all incidents and requests.
Information logged is complete and accurate
Consistently models highest level of customer service, support orientation, and professionalism
Work tickets are completed within established time frame
Meets department's productivity and end user satisfaction standards
Enters support knowledge / documentation into the Knowledge Database (used by all levels of support)

Top 3-5 Must haves:
A positive attitude, quick learner, and a desire to work in a fast-paced environment.
Able to maintain a "High Level" customer-service focus and attitude at all times.
Excellent telephone communication and relationship building skills.
Proactive team member able to support others and participate in team-based projects.
Required to work an after-hours rotation as needed.
Including "after-hours," nights, weekends, and holidays.
Able to sit for long periods of time
1 to 2 years' experience in personal computer, computer networking, telecommunications or customer service.
Basic ITIL knowledge or experience
Ability to multi-task in a fast-paced, environment; responds well under pressure.
Excellent customer service, problem solving, time management, communications and interpersonal skills
Able to work effectively with all organizational levels within a culturally diverse environment

Degree Requirement: Associate degree or recognized trade certification equivalent.



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