User Support Analyst Is Help Desk - Lebanon, United States - Dartmouth-Hitchcock Health
Description
Overview:
A frontline technical support professional who receives, documents, and handles tickets. Responsible for providing information, restoring service, providing specific services and escalating tickets.
Responsibilities:
- Provides frontline technical support in person, by telephone, via selfservice tickets or other communication venues.
- Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines and escalating tickets to higher levels of support.
- Responsible for obtaining pertinent information for ticket creation and providing a customer friendly resolution.
- Become proficient with IT service management software and maintains current with functionality.
- Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines.
- Presents information in small and medium group settings (informal presentations). Communicates the status of open problems or issues to all concerned parties.
- Manages singleperson projects as assigned, using proscribed workflows from inception through completion, with minimum supervisor oversight.
- Performs other duties as required or assigned.
Qualifications:
- Bachelor's degree in a computer related field with 1 year of relevant experience or the equivalent in education and experience required.
- Excellent verbal and written communication skills required.
- Strong customer services skills required.
- Ability to work in a high paced environment.
- Ability to pass a typing test at a minimum of 45 WPM.
- CompTIA, HDI and/or Windows Microsoft a plus.
Required Licensure/Certifications:
- None
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