IT Help Desk Analyst

• Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems
• Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly
• Document all customer interaction with high attention to detail and accuracy
• Update all tickets according to Service Level Agreements (SLA)
• Understand and follow Crossfuze’s Delivery Process: incident management, problem management and change management
• Recognizing and escalating more difficult problems
• Documenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements
• Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy
• Provide after-hours support for clients; shifts may include nights and weekends, however, there are no on-call responsibilities
• Assist with coaching/ training as needed
• Other duties as assigned

Requirements

• Experience in a technical support or customer service role preferred
• Bachelor’s degree, technical degree or certifications preferred
• Working knowledge of a variety of technologies including, but not limited to: Wi...