[Remote] HDS Support Analyst

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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