HDS Support Analyst

About the Role

The HDS Customer Service Analyst is responsible for providing a quality customer experience to all HDS customers. Solutions supported by the HDS analyst include incident management, desktop support, and proprietary application support to customers globally. The Help Desk Service Analyst is the first line incident resolution and collaborates with Service Specialists to provide industry-leading service to all HDS customers.

Shift Schedule: Tuesday, Wednesday, Friday, Saturday, 7:00 am - 6:00 pm

Key Responsibilities

• Provides quality internal and external customer service surrounding the Company values.
• Receives incoming calls from customers to open a service ticket following the Information Technology Infrastructure Library (ITIL) model.
• Navigates through technical documentation to determine troubleshooting steps for specific issues.
• Dispatches service needs to appropriate service providers.
• Understands client business impact on incidents and service requests.
• Takes ownership of all incidents and events until resolution and closure.
• Monitors ticket queue to ensure that all contractual SLAs are satisfied.
• Takes proactive steps to ensure clients are up to date.
• Provides detailed and consistent documentation of incident or event notes in SolutionsDesk.
• Liaises with the Support Specialists and/or Engineering team to provide clear and detailed communication to customers regarding incidents.
• Assists in building and maintaining HDS knowledgebase for rapid incident resolution.
• Maintains the highest level of professional accountability.
• Monitors internal customer systems and contributes to resolutions.
• Updates service tickets when needed.
• Works in multiple ticketing systems when necessary to provide the best service.
• Handles customer and provider escalations to proper personnel.
• Maintains a professional, upbeat atmosphere with customers as well as fellow coworkers.
• Other duties as assigned.

Requirements & Tech Stack

• 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 simultaneously.
• Strong written and verbal communication skills.
• 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.
• 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.

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.