Service Desk Analyst L2
Job details
About the company: The Functionary has brilliant and passionate people with the energy and ambition to succeed! If you are ready to make an immediate impact and you want to work with the best, then The Functionary may be the place for you. The Functionary is a leading provider of business process support services to consumers, small businesses, mid-market, and enterprise customers. The Functionary partners with retailers, OEMs, and distributors to provide support solutions to customers needing help with customer support, e-commerce operations, setup, connectivity, Internet of Things (IoT) devices, and cloud services. The Functionary has handled over 5 million support requests, delivering market-leading customer satisfaction scores, to empower customers to get the help they need when they need it. Responsibilities • Provide second-level support to a diverse group of customers via phone email chat support • Address and resolves incidents and requests that have been escalated • Document all incident troubleshooting and resolution • Engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility • Create a positive customer support experience and build strong relationships • Ensure timely resolution or escalation, communicating promptly on progress, and handle customers with a professional attitude • Create additional training material and add to the department knowledge base • Conduct Peer mentoring and training of the Service Desk team Qualifications General Requirements: • Associates degree or equivalent industry certifications preferred3-5 years of experience in a call center environment or equivalent work experience • 3+ years of desktop support experience preferred; a minimum of one year of desktop support experience required • Must be able to support end-users with software and hardware issues and must be able to effectively analyze, troubleshoot, research, resolve, track, and when necessary escalate issues • Strong attention to detail with the ability to organize, prioritize and manage multiple customer environments and tasks simultaneously • Must be detail-oriented and able to effectively and accurately document technical issues • Ability to work independently with minimal supervision • Superior customer service skills • Excellent verbal, written, and interpersonal skills • This position requires Shift Flexibility Technical Knowledge required: 1. Intermediate Microsoft Office Support (Installs, Configurations, Operation)2. Intermediate Common Application Support (Installs, Configurations, Operation)3. Intermediate Server Administation Support 4. Intermediate Router Administration Support 5. Intermediate Firewall Support 6. Intermediate Infrastructure Support 7. Intermediate DNS Support 8. Basic SharePoint Administration Support 9. Advanced Microsoft Office Support (Installs, Configurations, Operation)10. Advanced Common Application Support (Installs, Configurations, Operation)11. Advanced Server Administation Support 12. Advanced Router Administration Support 13. Advanced Firewall Support 14. Advanced Infrastructure Support 15. Advanced DNS Support 16. Intermediate SharePoint Administration Support 17. Escalations with Vendors 18. Complex issues requiring detailed analysis 19. Basic to Intermediate Architecture Betterment/Enhancement Support
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