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Service Desk Analyst II - Cincinnati, United States - altafiber
Description
Position:
Service Desk Analyst IILocation: Ohio, OHJob PurposeThis position is responsible for customer service and technical support for all business products supported out of the operations center.
This operational position requires the analyst to speak directly to internal and external customers about a wide variety of technical issues/requests.
Responsibilities will include providing the necessary support in order to address the customer's issues and/or requests in a manner that meets or exceeds agreed upon Service Level Agreements (SLAs) within operations.
In addition, Analyst II will be a catalyst for building the knowledge base and also act as a process escalation point for Analyst I resources.
Essential FunctionsServe as escalation for internal/external customer for incidents, requests, and inquiries for all Business Products (35%)Log and document detailed ticket activity until a resolution is complete and the ticket is closed with the customer (20%)Collaborate with other analysts to determine resolutions for customer incidents and requests (20%)Create knowledge base entries for solutions that may be repeatable so that others can leverage against future incidents/requests (15%)Make outbound calls to internal/external customers as part of the Incident Management lifecycle (5%)Monitor all alerts from alarming tools in order to log incidents and respond accordingly (5%)Other duties as assignedEducationHigh School diploma requiredCertifications, Accreditations, LicensesITIL Foundations Certification RequiredVocational/Technical/Business School (6-8 Months specialized training) preferredNet+, CCENT preferredCCNA desiredExperienceTwo years of experience in a Service Desk or technical support environmentSpecial Knowledge, Skills, and AbilitiesExcellent written and oral communication skillsExcellent customer service and conflict resolution skillsSolid understanding of Information Technology and computing systemsSolid networking fundamentalsFamiliar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePointFamiliar with ServiceNow Incident Management SystemDemonstrated a desire for self-directed education regarding IP, Networking, and VOIP technologiesAbility to help others while meeting individual performance goalsAbility to work remotelyCBTS serves enterprise and midmarket clients in all industries across the United States and Canada.
CBTS combines deep technical expertise with a full suite of flexible technology solutionsincluding Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions.
From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives.
For more information, please are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.
Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non