Service/Help Desk Level 2 Analyst

JOB SUMMARY

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The rate is $15 an hour.

This position will be phone support with the end users.

The Level 2 Analyst’s primary responsibility is to perform technical troubleshooting for the end user, resulting in a first contact resolution.

The Level 2 Analyst documents clear resolutions in a ticketing system and/or transfers appropriately to the appropriate resolver group. 

Responsible for providing superior customer service and ensuring a quick and thorough resolution for the end user.

ESSENTIAL FUNCTIONS

§ Handle inbound/outbound calls.

§ Provide Level 1/2 support to the client.

§ Identify issues and escalate issues when necessary.

§ Resolve end-user incidents and process requests upon first contact via Phone, Email and Chat

§ Escalate user issues to appropriate resources when necessary.

§ Perform software, hardware, and basic network troubleshooting.

§ Clearly document user issues and troubleshooting steps.

§ Maintain technical documentation.

KEY COMPETENCIES

 § Customer Focus—stays in tune with internal and external customer expectations about quality and service; seeks input from customers and acts on it; makes customer satisfaction a business priority; takes customer comments and complaints seriously; focuses on what is best for customer.

§ Adaptability—responds resourcefully to rapid change and ambiguity. Works constructively under pressure. Encourages change.

§ Communication—keeps two-way communication flowing with key stakeholders (customers, shareholders, employees, etc.). “Over-communicates” key messages about Artech to internal and external audiences. Delivers clear and effective verbal and written messages.

§ Ethics / Acts with Integrity—demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments.

§ Initiative—seeks new opportunities for business development, quality improvement and personal learning and takes appropriate risks to make them a reality.

§ Shaping and Driving Strategy—has a clear business focus and develops aggressive strategies to achieve competitive advantage. Translates vision and strategies into practical objectives and “street-smart” actions. Drives for results. Holds others accountable by monitoring and measuring performance.

§ Sound Judgement and Decision Making—applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely, tough decisions.

§ Team Player—promotes effectiveness of Artech as a whole by supporting common processes and measurements. Works effectively in partnership with others both across Artech and with customers to achieve business goals.