What are the responsibilities and job description for the Service Desk Analyst I position at Premier Tech, Inc.?
Premier Tech, Inc. is currently seeking someone experienced as a Service Desk Analyst 1 contractor to fill an immediate opening with an insurance regulatory organization located in Kansas City, MO.
The ideal candidate plays a vital role as they are the first point of contact providing first-level technical and customer support of the client’s software applications, data, and products and services, to state regulators, insurance producers, insurance company representatives, consumers, and client and client sister company staff. They are computer savvy with a great personality.
Requirements of the S_ervice Desk Analyst 1 _
- Associates degree or equivalent from a 2-year college or technical school; or 6 months to 1 year of related experience is required and 1 year of face-to-face or telephone customer service experience is preferred.
- Working knowledge with Microsoft Office (especially Word and Excel), web browsers, and computer software.
- Familiarity with relational databases and SQL queries is desirable.
- Ability to work cooperatively with others in a team environment.
- Perform basic problem analysis to determine the potential root causes of technical problems and troubleshooting skills.
Responsibilities of the S_ervice Desk Analyst 1 _
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Maintains a log of inquiries to the Service Desk using the IT Service Management toolset (JIRA).
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Documents customer requests, troubleshooting procedures, follow-up action items, assignments to second-level support staff, and conversations with customers, including instructions communicated to customers intended to resolve their issues.
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Performs basic first-level problem analysis to determine the potential causes of technical problems.
- Resolve service requests on the initial contact, and/or a limited cycle of correspondence with the customer.
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Relays trend information to team members, the appropriate application development teams and management staff.
- Assists customers in locating information on Web site, locating the appropriate support staff to answer business questions, and generally directing customers to the most appropriate resource, either within or outside to address their questions.
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Works closely with internal technical support staff and other internal business partners, as well as with external technical staff
#IND1
Job Type: Contract
Pay: $20.00 - $25.00 per hour
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Kansas City, MO: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Customer service: 1 year (Required)
- Windows Office (Word & Excel): 2 years (Preferred)
Work Location: One location
