- Communicates with members, in written and verbal form, per OSIS communication standards to ensure consistent communication.
- Communicates the resolution of tickets to members with a high degree of ownership to ensure the service/project issue was resolved and closes tickets upon confirmation.
- Generates member tickets based on verbal and written incoming service requests; accurately documents and clarifies work needed so all details are listed in the ticket.
- Receives member-generated tickets and prioritization from OSIS Service Desk Service Board; resolves or escalates tickets based on member issues.
- Troubleshoots and resolves member issues and queries related to computer systems, NextGen software, and hardware.
- Maintains up-to-date and accurate ticket status and documentation.
- Follow up with members to ensure problems are resolved.
- Escalates member issues to the appropriate Service Desk Tier first or another OSIS department when appropriate, and communicates steps taken, future steps and member needs in ticket to ensure a smooth transition between tiers and departments.
- Identifies the need for onsite service for broken equipment, notifies Procurement of equipment needs and Onsite Field Services Technician via their ticket board of ticket escalation.
- Accurately tracks, documents, and allocates time through weekly timesheets.
- Maintain a positive working relationship between members and the service desk through exceptional customer service.
- Rotates Monthly on-call duties with Service Desk Analyst I and Service Desk Analyst II team members.
- Ensure leadership is promptly aware of member escalations and dissatisfactions.
- Must have an Associate's degree or 2 years of experience in Computer Science or IT experience.
- 2+ years' experience troubleshooting hardware and software problems.
- 1+ year experience in helpdesk/call center.
- Must be NextGen Certified (NCP) or receive certification within 6 months of hire.
- Cable or Fiber Internet Service
- Download speed of 20Mbps or higher
- Upload speed of 5Mbps or higher
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Service Desk Analyst I - Cincinnati, United States - Ohio Shared Information Services, Inc.
Description
The OSIS Service Desk Analyst tier I is responsible for first-call ticket resolution, high-quality customer service and properly documenting member issues to facilitate a smooth ticket escalation between the Service Desk and other departments to ensure timely ticket closure.
JOB RESPONSIBILITIES:
This is a full-time remote position. Days and hours of work are Monday through Friday, 8-hour shifts between 7:00 a.m. to 8:00 p.m. EST. Occasional evening and weekend work will be required as job duties demand based on the on-call schedule rotation. Must be willing to work on-call after hours for one week/weekend once a month.
REQUIRED EDUCATION AND EXPERIENCE:
This position is considered a remote position with full telecommuting privileges. Must have the following: