Note: The job is a remote job and is open to candidates in USA. TierPoint is hiring an HDS Support Analyst to provide first-line incident resolution and a quality customer experience for HDS customers. The role supports incident management, desktop support, and proprietary applications, coordinating with specialists and engineering through resolution.
Responsibilities
- Provides quality internal and external customer service surrounding the Company values
- Receive incoming calls from customer 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 making sure 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 professional upbeat atmosphere with customers as well as fellow coworkers
- Other duties as assigned
Skills
- 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 face paced client driven environment
- Willingness to interact with clients in high pressure situations
- Understanding of Microsoft Suites and Windows applications
- Understanding of Internet Explorer
- 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
- Experience in using Active Directory Manager for password resets is a plus, but not required
Benefits
- Remote work
Company Overview
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