Service Desk Analyst, Level 1

Durham, NC

Full Time

Entry Level

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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