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Service Desk Analyst
Long View Systems. Submit fully documented customer issues into a ticket management system .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing Tier I technical support, effectively troubleshooting and resolving issues while ensuring superior customer service. Capable of managing incidents through their lifecycle and identifying process improvement opportunities to enhance service delivery.
Highest-signal resume keywords
Tier I Technical SupportIncident ManagementCustomer Service ExcellenceTroubleshooting SkillsProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Ticket Management SystemTechnical SupportIncident ResolutionService Desk OperationsIssue Analysis
Soft Skills
AdaptabilityStress ManagementRapport BuildingProfessional CommunicationTeam Collaboration
Industry Keywords
Service DeliveryCustomer SuccessEscalation ManagementHelp DeskTechnical Issues
About the role
Key responsibilities & impact- Submit fully documented customer issues into a ticket management system
- Analyze symptoms, determine urgency, and where possible provide resolution
- Dispatch incidents to the appropriate Tier II support group when first-call resolution is not possible and manage incidents through their lifecycle
- Understand and assist with internal and external escalations
- Identify process improvement opportunities and follow up with peers and leads to improve service delivery
- Provide Tier I support for IT and communications systems in use with the service desk
- Lead delivery of service excellence and contribute to customer success
- Work with a diverse team servicing clients across the globe
Requirements
What you’ll need- 1-3+ years of experience in a technical support role providing tier I support in a service desk or help desk role
- Proven ability to troubleshoot and resolve technical and procedural issues
- Ability to adapt to fluctuating customer needs and manage high stress situations while reacting quickly and professionally
- Capability to establish rapport among peers and colleagues
- Proven ability to provide superior customer service both on and off of the phone
- Ability and willingness to work an overnight shift
Benefits
Comp & perks- Comprehensive benefits package from day one
- 3 weeks’ vacation to start
- Recognition programs
- Employee resource groups
- Company-wide training
- Inclusive and equitable workplace
- Accommodation support for interviews or the role