Service Desk Analyst
2 meses atrás
**About the company**
The Functionary has brilliant and passionate people with the energy and ambition to succeed If you are ready to make an immediate impact and you want to work with the best, then The Functionary may be the place for you.
The Functionary is a leading provider of business process support services to consumers, small businesses, mid-market, and enterprise customers. The Functionary partners with retailers, OEMs, and distributors to provide support solutions to customers needing help with customer support, e-commerce operations, setup, connectivity, Internet of Things (IoT) devices, and cloud services. The Functionary has handled over 5 million support requests, delivering market-leading customer satisfaction scores, to empower customers to get the help they need when they need it.
**Summary of the position**
**Responsibilities**
- Address and resolves incidents and requests that have been escalated
- Document all incident troubleshooting and resolution
- Engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
- Create a positive customer support experience and build strong relationships
- Ensure timely resolution or escalation, communicating promptly on progress, and handle customers with a professional attitude
- Create additional training material and add to the department knowledge base
- Conduct Peer mentoring and training of the Service Desk team
**Qualifications**:
- Intermediate Microsoft Office Support (Installs, Configurations, Operation)
- Intermediate Common Application Support (Installs, Configurations, Operation)
- Intermediate Server Administation Support
- Intermediate Router Administration Support
- Intermediate Firewall Support
- Intermediate Infrastructure Support
- Intermediate DNS Support
- Basic SharePoint Administration Support
- Advanced Microsoft Office Support (Installs, Configurations, Operation)
- Advanced Common Application Support (Installs, Configurations, Operation)
- Advanced Server Administation Support
- Advanced Router Administration Support
- Advanced Firewall Support
- Advanced Infrastructure Support
- Advanced DNS Support
- Intermediate SharePoint Administration Support
- Escalations with Vendors
- Complex issues requiring detailed analysis
- Basic to Intermediate Architecture Betterment/Enhancement Support
**Job Types**: Full-time, Contract
**Experience**:
- Service Desk (required)
**Language**:
- English (required)
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