Job Title : Service Desk Analyst
Location : Charlestown, MA
Duration : 3+ month contract
Position Description :
Our ideal candidate will have excellent customer service and communication skills, both written and verbal. You’ll need to have some prior technical training and / or IT support experience.
The ability to multi-task is paramount; you’ll be the first to answer any incoming customer calls. You should be able to work independently, prioritize your work, and manage your time effectively, though we expect you to be a team player.
Responsibilities :
- Act as the first point of contact for customer intake, asking all the correct questions to determine the real issue at hand.
- Create incidents for incoming customer issues in ServiceNow.
- Assist customers with pre-documented entry-level tasks, such as password resets, lockouts, and other quick fixes.
- Escalate cases as needed when a task is either undocumented or if the task will exceed 30 minutes.
Required Skills :
- Associate degree or equivalent entry-level IT experience preferred.
- Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization.
- Excellent listening, verbal, and written communication skills.
- Ability to work independently to prioritize your efforts and manage your time effectively.
- Exceptional customer service and de-escalation skills.
- Work experience in a customer service or call center role is a plus.
- Experience with Office 365.
- Experience doing password resets via Active Directory.
Additional Benefits :
For this opportunity, you will also be eligible for benefits through Apex for the contract period, including 401K, medical / health benefits options, a W2 hourly rate, weekly pay, and direct deposit.
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