Service Desktop Support Analyst

• Handle inbound/outbound calls.
• Provide Level 1/2 support to the client.
• Identify issues and escalate issues when necessary.
• Resolve end-user incidents and process requests upon first contact via Phone, Email and Chat
• Escalate user issues to appropriate resources when necessary.
• Perform software, hardware, and basic network troubleshooting.
• Clearly document user issues and troubleshooting steps.
• Maintain technical documentation., * Customer Focus?stays in tune with internal and external customer expectations about quality and service; seeks input from customers and acts on it; makes customer satisfaction a business priority; takes customer comments and complaints seriously; focuses on what is best for customer.
• Adaptability?responds resourcefully to rapid change and ambiguity. Works constructively under pressure. Encourages change.
• Communication?keeps two-way communication flowing with key stakeholders (customers, shareholders, employees, etc.). ?Over-communicates? key messages about Artech to internal and external audiences. Delivers clear and effective verbal and written messages.
• Ethics / Acts with Integrity?demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments.
• Initiative?seeks new opportunities for business development, quality improvement and personal learning and takes appropriate risks to make them a reality.
• Shaping and Driving Strategy?has a clear business focus and develops aggressive strategies to achieve competitive advantage. Translates vision and strategies into practical objectives and ?street-smart? actions. Drives for results. Holds others accountable by monitoring and measuring performance.
• Sound Judgement and Decision Making?applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely, tough decisions.
• Team Player?promotes effectiveness of Artech as a whole by supporting common processes and measurements. Works effectively in partnership with others both across Artech and with customers to achieve business goals.

• Outstanding Customer Service skills.
• Ability to communicate effectively via, telephone, chat and e-mail with customers and peers in varying roles
• Excellent skills in the following areas: Communication - Interpersonal - Analytical - Problem Solving.
• Adept in troubleshooting system and application issues with goal of First Call Resolution
• Proficient in Windows 7 and above
• Understanding of LAN/WAN connectivity.
• Understanding of hardware (peripherals) with moderate-to-high level software, and hardware troubleshooting skills.
• Ability to multitask in a fast-paced environment.

PREFERENCES

• Previous Customer Service experience in a high volume, Technical Support Center.
• 2+ years of Call Center experience or equivalent required.
• A+ Certification preferred, but not required ? other certifications a plus.
• Exceptional understanding of Technical Support Center or Help Desk environment including operations, processes, etc., Communication Skills,Macintosh OS X Desktop Support,App Deployment (Play/App Store),REMOTE DESKTOP SUPPORT TOOLS,Rhomobile