IT Service Center Analyst
Fully Remote
Pay: $18-22/hr depending on benefits and PTO
8 month contract
Highlights:
-Front line analyst dealing with external customers
-Need is for a additional volume on Vantis project
- Looking for IT skills
- have external customer support in IT
- This will be homegrown apps
- plus to be local to Columbus
- This role looking for someone who can be Monday-Friday 9-6 or 10-7 but can adjust 8am-7pm this team covers
- Looking for sense of humor and have fun in environment and keep it light!
IT Service Center is responsible for resolving customer/client technical issues and responding to inquiries in accordance with service level objectives, processes and procedures. Serves as liaison between customer/client and IT to resolve business issues related to technologies. Examples of these technologies include break fix issues with customer ordering, issues with advanced reporting, and login issues to ordering applications.
- Provides a positive technical support experience through handling concerns in a highly professional manner.
- Answers questions regarding system procedures, online transactions, systems status and downtime procedures.
- Partners with end users to correlate business requirements to technology solutions.
- Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service.
- Confers with end users and technology teams to resolve incidents. Ability to work independently or via a team collaboration process.
- Fully document all cases in call tracking software and escalate to appropriate queue.
- Analyze issues by probing, triage and documenting all findings to gauge and facilitate the most appropriate response.
- Handles call professionally during all interactions and provide prompt and efficient support.
- Applies standard concepts, principles, and technical capabilities to perform routine tasks.
- Achieve or exceed the targets set based on the standard outlined KPI.
- Work with Office 365 Apps and Microsoft Teams
- Works on projects of various scope and complexity.
Skills:
- Minimum Degree Required: Completed High School (Diploma or GED)
- Minimum of 2 years in a Global IT Service Desk or End-User support role
- Has working knowledge and understanding of Microsoft Technology (O365, MS Teams, OneDrive), User Account Management (password resets/unlock), and customer IT support experience.
- Strong English communication, problem solving and analytical skills
- Experience with ITSM Tool (ServiceNow, BCM Remedy, etc) in a multi-vendor environment preferred
- Applicable technical certifications preferred
- Candidate must be amenable to flexible scheduling
- Work from Home Ready (with minimum 15mbps internet connection)
Fully Remote
Pay: $18-22/hr depending on benefits and PTO
8 month contract
Highlights:
-Front line analyst dealing with external customers
-Need is for a additional volume on Vantis project
- Looking for IT skills
- have external customer support in IT
- This will be homegrown apps
- plus to be local to Columbus
- This role looking for someone who can be Monday-Friday 9-6 or 10-7 but can adjust 8am-7pm this team covers
- Looking for sense of humor and have fun in environment and keep it light!
IT Service Center is responsible for resolving customer/client technical issues and responding to inquiries in accordance with service level objectives, processes and procedures. Serves as liaison between customer/client and IT to resolve business issues related to technologies. Examples of these technologies include break fix issues with customer ordering, issues with advanced reporting, and login issues to ordering applications.
- Provides a positive technical support experience through handling concerns in a highly professional manner.
- Answers questions regarding system procedures, online transactions, systems status and downtime procedures.
- Partners with end users to correlate business requirements to technology solutions.
- Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service.
- Confers with end users and technology teams to resolve incidents. Ability to work independently or via a team collaboration process.
- Fully document all cases in call tracking software and escalate to appropriate queue.
- Analyze issues by probing, triage and documenting all findings to gauge and facilitate the most appropriate response.
- Handles call professionally during all interactions and provide prompt and efficient support.
- Applies standard concepts, principles, and technical capabilities to perform routine tasks.
- Achieve or exceed the targets set based on the standard outlined KPI.
- Work with Office 365 Apps and Microsoft Teams
- Works on projects of various scope and complexity.
Skills:
- Minimum Degree Required: Completed High School (Diploma or GED)
- Minimum of 2 years in a Global IT Service Desk or End-User support role
- Has working knowledge and understanding of Microsoft Technology (O365, MS Teams, OneDrive), User Account Management (password resets/unlock), and customer IT support experience.
- Strong English communication, problem solving and analytical skills
- Experience with ITSM Tool (ServiceNow, BCM Remedy, etc) in a multi-vendor environment preferred
- Applicable technical certifications preferred
- Candidate must be amenable to flexible scheduling
- Work from Home Ready (with minimum 15mbps internet connection)