Service Desk Support Analyst

General Job Description:

Under general direction, the IT Service Desk Support Analyst II performs analytical, technical and the first level of help desk support by providing exceptional customer service. The IT Service Support Desk Analyst II works as part of a team to provide level 1 support to end users on software, hardware, and mobile application issues. The service desk also manages workflows for IT and Business users that simplify their interaction with IT. Among their responsibilities are receiving support requests from end users, collecting information from users using a variety of support tools, and working with other analysts as needed.

Supervises: None

Essential Duties & Responsibilities:

• Answers phones, emails, and tickets to solve or escalate to appropriate support teams.
• The SDSA is a single point of contact for customers and must adhere to support procedures while respecting privacy regulations when handling sensitive data.
• Telecom/Carrier/Mitel/MDM Support
• Supports the Service Desk Team with the IFS Mobile App for our Service Technicians
• Experienced and maintains problem tracking and service management application systems such as ServiceNow or comparable systems.
• MDM, AV, Crestron and Zoom support.
• Monitors and manages the phone queue and participates in escalated calls as needed.
• Manages and personally participates in urgent and complicated support issues; advises management of situations that may require additional client support or escalation.
• Generates Service Desk tickets, solves, or escalates issues to appropriate support teams.
• Onboarding/Offboarding
• Setting up accounts for new users and terminating accounts Doc Imaging, AP Workflow, etc.
• Develop technical support documentation to support end users adopt new processes and maintain FAQs, and Knowledge Base documentation.
• Follow communication procedures, guidelines, and policies.
• Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every caller.
• Keeps records of customer interactions and handles customer complaints, provides appropriate solutions and alternatives, and follows up to ensure resolution.
• Other tasks and duties as assigned by supervisor and/or ACCO management.

Position Requirements (Skills, Work Experience, Education, Certifications, Licenses, etc.):

• High school diploma or GED equivalent required. Associate degree or higher in computer science or related field preferred.
• Minimum 6+ years of experience in an enterprise scale IT operations environment required. 5+ years' experience in a service desk environment preferred.
• Proficient in cloud-based IT ticketing software and systems.
• Proficiency in Windows, MS Office, Box, Google, and PC hardware
• Knowledge of collaboration and AV technology (Zoom, Crestron) is a plus.
• Builds sustainable relationships and trust with customers (end users and field technicians) through open and interactive communications.
• Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every caller.
• Ability to use discretion and maintain confidentiality with sensitive data.
• Excellent Customer Service skills, including a positive attitude and ability to instill confidence in your customers. Proactive follow-up, effective problem resolution, and end-to-end ownership of the problems is required. Also requires proven ability to learn new systems as required to effectively support customer needs.
• Ability to develop good rapport with technology staff to foster positive team development to ensure accurate and timely updates and resolution to customer issues.
• Ability to take ownership of problems and follow through until they are resolved.
• Works well with others, listens and can coordinate activities across teams.
• Work after hours and/or on weekends as required.

ACCO Competencies:

• Proactivity / Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one's level / position and with minimal supervision.
• Perseverance: Shows the wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.
• Insight: The ability to gather and make sense of information that suggests new possibilities
• Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.
• Likeability: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.
• Big Picture: Understands and contributes to organizations' short- and long-term business strategy. On a personal level has independently developed a vision for short- and long-term career success.
• Motivation / Dedication: Commits to excellence in pursuing unselfish goals. Initiates action with collective goals, takes responsibility, and shows personal humility.
• Technical Curiosity / Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feedback; demonstrating an openness to learning and change.
• Problem-Solver: Ability to identify, analyze, and solve a problem in support of personal, group, department, or organizational objectives.

Physical Requirements:

(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• The employee may regularly lift and /or move up to 10 pounds, and occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required by this job include Close vision and Distance vision.
• The auditory/hearing abilities required by the job include the ability to hear customers calling by telephone.
• While performing the duties of this Job, the employee is regularly required to sit for prolonged periods, stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
• The employee is regularly required to walk and sit.
• This individual must be a responsible person and regular attendance is required.

Hours:

This is a non-exempt position Monday through Friday 7:00 am to 4:00 pm with one hour for lunch. Eight hours per day is required and other occasional overtime may be necessary per business needs.

Competitive Wages:

$30 to $35 per hour. Applicants please note that actual compensation is determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location, among others. The offered wage or salary is only one aspect of an employee's total compensation.

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