Encore Talent Solutions · 1 hour ago
Level 1 Service Desk Analyst
Cincinnati, OH
Full-time
Onsite
Entry Level
1+ years expEncore Talent Solutions is currently seeking a Level 1 Service Desk Analyst. The role involves responding to customer queries, maintaining and creating tickets for all calls, and ensuring timely resolution of issues while adhering to SLAs set by management.
Staffing & Recruiting
Responsibilities
Monitor and document Service Desk tickets and respond to user requests and incidents as received in Service Desk in a timely, effective manner according to SLAs set by management
Be well organized and create dialogue with users to ensure users understand the progress of ticket resolution
Have a courteous, professional approach and attitude to work with all levels of management and personnel
Educate customers on policies and procedures
Investigate and coordinate resolution to user concerns. Provided IT relationship management support for all IT & customers
Identifies trends by tracking events and patterns of recurring problems and escalate to tier 3 or management to assist in identifying root causes and mitigate future issues surrounding the same structural problems
Serve as a point of contact and assist different groups in hands-on work, including but not limited to Network, various workstation and site-specific projects, telecommunications, server teams, and security teams
Support includes but is not limited to POS, and basic troubleshooting of IT-related equipment
Strong phone skills
Strong Customer service skills
Multitask between assisting stores and corporate office users
Ensure all customer follow-ups are completed in a timely manner
Qualification
Required
1 year of experience in a Call Center or Help Desk environment
1 year of troubleshooting IT-related issues
General understanding of office and retail operations
Excellent listening, written, and verbal communication skills
Ability to problem-solve in a fast-paced environment with a solution-focused attitude
Flexible in shift assignments and work environment
Ability to follow up on tasks to completion with minimal supervision required
Proficiency in standard software programs
Strong phone skills
Strong Customer service skills
Multitask between assisting stores and corporate office users
Ensure all customer follow-ups are completed in a timely manner
Preferred
Prior POS experience is a plus
Company
Encore Talent Solutions
The more you’ve been looking for.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase