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HDS Service Analyst

Company Name:
Cosentry
Description/Job Summary
Temporary/Seasonal opening
Shift: Day Shifts including Saturday and/or Sunday. $12.00 per hr
Overview: The Help Desk Service Analyst (HDS Analyst) is responsible for providing a quality customer experience to all HDS customers. Solutions supported by the HDS include incident management, desktop support and proprietary application support to customers globally. The HDS Analyst is the first line incident resolution and collaborates with internal Service Specialists to provide industry leading service all HDS customers.
This is a temporay role (not benefit eligible) during Cosentry's peak season with the possiblity of becoming a regular role.
Essential Functions:
Receive incoming calls from customer to open a service ticket
Dispatching service needs to appropriate service providers
Understanding/ownership of client business impact on incidents and service requests
Take proactive steps to making sure client is up to date
Detailed and consistent documentation of incident or event notes
Communicate with internal Support Specialists to provide clear and detailed communication to customers regarding incidents
Providing outstanding customer service and ensure a positive experience for all customer
Build/strengthen Cosentry brand
Experience/Skills Required:
Experience in a help desk/client support environment preferred
Basic experience in communicating IT technologies (routers, switches, servers) issues and solutions preferred
Ability to communicate to clients with varying levels of technical knowledge and understanding
Familiar with components of a computer is a plus
Strong interpersonal, written and verbal communication skills are required
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 Office Suite and Windows Operating Systems
Education:
High diploma or equivalent
Physical and Mental Requirements:
Continuously sitting, talking, repetitive use of hands and arms, eye/hand coordination, fine manipulation, using effective verbal and written communication, handling stress and emotion, concentrating on tasks, keyboarding/typing
Frequently standing, walking, bending over, pushing or pulling, lifting and carrying 10 lbs., thinking analytically, making decisions, adjusting to changes, observing details
Occasionally reaching overhead, crouching, kneeling, balancing, lifting and carrying 11-25 lbs.

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