[Hiring] HDS Support Analyst @TierPoint

Role Description

The HDS Customer Service Analyst is responsible for providing a quality customer experience to all HDS customers. Solutions supported by the HDS analyst include:

• Incident management
• Desktop support
• Proprietary application support to customers globally

The Help Desk Service Analyst is the first line incident resolution and collaborates with Service Specialists to provide industry-leading service to all HDS customers.

Shift Schedule: Tuesday, Wednesday, Friday, Saturday, 7:00 am - 6:00 pm

Responsibilities

• Provides quality internal and external customer service surrounding the Company values.
• Receive incoming calls from customers to open a service ticket following the Information Technology Infrastructure Library (ITIL model).
• Navigating through technical documentation to determine troubleshooting steps for specific issues.
• Dispatching service needs to appropriate service providers.
• Understanding of client business impact on incidents and service requests.
• Takes ownership of all incidents and events until resolution and closure.
• Monitoring ticket queue to ensure that all contractual SLAs are satisfied.
• Take proactive steps to make sure the client is up to date.
• Detailed and consistent documentation of incident or event notes in SolutionsDesk.
• Liaise with the Support Specialists and/or Engineering team to provide clear and detailed communication to customers regarding incidents.
• Assist in building and maintaining HDS knowledgebase to ensure rapid resolution of incidents.
• Maintain the highest level of professional accountability.
• Monitor internal customer systems and contribute to resolutions.
• Update service tickets when needed.
• Work in multiple ticketing systems when necessary to provide the best service.
• Handle customer and provider escalations to proper personnel.
• Maintain a professional upbeat atmosphere with customers as well as fellow coworkers.
• Other duties as assigned.

Qualifications

• High school diploma or equivalent.
• 0-1 years of technical and client support in an information technology environment.
• Familiar with components of a computer.
• Ability to type 45+ wpm.
• Ability to work in a fast-paced and sometimes stressful environment performing multiple tasks at one time.
• Strong written and verbal communication skills are required.
• Excellent interpersonal skills and communication skills to work as a productive member of the Help Desk Services group.
• Ability to coordinate and prioritize multiple tasks simultaneously.
• Demonstrated capability to achieve results under pressure in a fast-paced client-driven environment.
• Willingness to interact with clients in high-pressure situations.
• Understanding of Microsoft Suites and Windows applications.
• Understanding of Internet Explorer.
• Experience in using Active Directory Manager for password resets is a plus, but not required.
• Adequate professional experience and knowledge to perform Job Responsibilities.
• Excellent verbal, written, and interpersonal skills.
• Ability to prioritize and organize effectively.
• Ability to work on multiple projects simultaneously.
• Ability to work both independently and with others.
• Ability to operate in a fast-moving, team-oriented, collaborative environment with tight deadlines.
• Proficiency in using MS Office Suite and Windows-based computer applications.

Benefits

• Pay Transparency: TierPoint is committed to practices that promote pay equity and transparency.
• We provide a compensation range for roles that may be hired in locations with pay transparency law requirements.
• Pay Range: $18.00