Job Summary

The Service Desk Analyst Level I is responsible for resolving incoming telephone requests for technical assistance on standard commercial and proprietary applications. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Service Desk Analyst role.

Key Responsibilities

Call Logging: Create and submit detailed call logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call logging components · Confirm and update customer profile information as needed Escalation: Promptly notify management of any potentially “dissatisfied” customers · Follow all documented escalation procedures, including hand off times, for issues requiring 3rd party intervention Open Calls: Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc.

Skill Requirements

 Knowledge: Proactively seek and possess business acumen for all clients supported · Maintain technical proficiency in all applications utilized by clients supported · Participate in all company organized training events · Contribute current technical information and best practices concerning proprietary applications to the C3i Reference Library or other knowledge distribution channel · Organize and utilize all support resources provided including emails, documentation, contact lists, etc.

Other Requirements

Other tasks: Perform customer support related tasks and special projects as assigned by management · Liaise as necessary interdepartmentally to seek resolutions to all issues reported · Participate in client events, as appropriate (resource on site, client training, etc.) Working Relationships: Maintain inter-department relationships to resolve client issues Effectively communicate with both internal and external clients Develop communication and working relationship with Supervisor