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Kollasoft Inc.: Support Services-Level 1 Technical Analyst

Kollasoft Inc.

This is a Full-time position in Phoenix, AZ posted July 27, 2021.

Job Title Support Services Level 1 Technical Analyst Location Phoenix, AZ Duration Long Term Position Description As a Help Desk Analyst you will be responsible for the day to day support of PDS Help Desk Clients.

By leveraging your customer service skills, technical training and having an understanding of todayrsquos technologies, you will solve a wide variety of challenges in a fast paced environment that is managed using ITIL methodology.

Provides first level support for inbound incidents and Service Requests from end users and client IT staff.

Maintain end to end responsibility for customerrsquos support needs providing timely, reliable, and courteous service.

Assists with the development and improvement of work instructions, procedures, standards and documentation.

Exceptional attendance is a must Mentor and assist with training other Help Desk Analysts Assists other Help Desk Analysts by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group.

Maintain appropriate level of skills to handle incidents and requests in line with established service levels.

Provide feedback of intelligence gained through customer interactions.

Professionally respond to telephone calls, emails, chats and voicemails for customer support Technical writing experience Innovative, team-oriented problem solver Strong commitment to providing quality service Excellent interpersonal, negotiation and communication (verbal and written) skills Excellent organizational, time management and follow through skills Ability to manage multiple competing priorities Unwavering commitment to providing customers with an exceptionally high quality experience Develops and maintains knowledge of legacy, existing, and new PC hardware and software technology Remotely troubleshoot networking, server, and end user desktop incidents Be an active participant in the incident management and service request processes Experience working with Google Suite and Google Email