Service Desk Analyst I

Make a difference. Be happy. Grow your career.

Responsibilities:

• Provides Level I Support Desk coverage. 
• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, chat, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. 
• Uses established procedures and experience to determine the nature of the problem and provide solution to customer satisfaction in a timely and accurate manner adhering to established SLA’s
• Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor, Analyst or technical staff. 
• Interact with internal I/S support personnel in troubleshooting and solving problems and issues in a timely and accurate manner
• Interview user to collect information about problem and lead user through diagnostic procedures to determine source of error. 
• Determine whether problem is caused by hardware such as modem, printer, cables, or telephone.  
• Document the problem via the Service Now application, in detail, with problem resolution or when appropriate, escalating the problem to the team Lead. 
• Provide status feedback and/or appropriate forms to customer as required.
• Provides training on IT activities to internal and external customers and documents all procedures and policies as requested by management.
• Maintain professional demeanor and telephone etiquette in dealing with internal and external customers. 
• Maintain a positive attitude in a service-oriented environment.
• Perform Customer Support Operator functions as requested by management.
• Proficient with Microsoft Office Suite, email, intranet, internet and other systems

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.