Job Description:

Junior Desktop Analyst role reports up to the account Team Lead. Essential functions and core job fundamental includes:

In this role, verbal and written communication skills are just as important as technical competency. Customer focus and patience are also essential for successfully performing this role. Junior Desktop Analyst are expected to regularly increase their core competencies with internal knowledge transfer and formal and informal training opportunities.

Provide best-in-class customer service, problem resolution and technical troubleshooting to customer queries over the voice-based phone service

Utilizing basic troubleshooting processes, validating the issue, recording critical details in ticketing system, utilizing Knowledge Base articles

Use of Remote Tools to take control of customer’s PC/workstation for investigating probable causes of problem

Escalates issues that are unable to be resolved within established guidelines to the appropriate group for proper corrective action

Accountable for maintaining defined call metrics to the highest level. Number of Tickets Resolved, Average Call Wait Times, Average Handle Time, etc.

Maintaining Login Hours based on contractual Service Level Agreements

Accountable for accurate weekly Project Time Reporting. Utilizing correct billable project codes vs non-billable PTO (Personal Time Off), Sick Days

Compliance of all mandatory trainings

Any other duties as deemed necessary by account management teams

Job Expectations

Strong focus on high client satisfaction

Strong written and oral communication skills, English-speaking skills, bilingual a plus

Ability to work well in a team-based, fast paced/multitasking environment

Ability to effectively multitask, prioritize and execute tasks in a high-pressure environment

Active listener, demonstrate empathy

Knowledge of basic computer operations, and basic computer troubleshooting skills

Basic knowledge of computer peripherals, and peripheral troubleshooting skills (receipt printers, cashless payment devices, scanners, etc.)

Typing speed of 50 wpm or higher

Highly self-motivated and directed

Plus

Basic network troubleshooting skills

Experience working with Point of Sale (POS) systems

Experience with ticketing systems

Experience with remote access software

Bilingual (Speak/Read/Write)

Qualifications

High school Diploma or GED (General Educational Development), some college preferred but not required. The ideal candidate will have a minimum of 1-2 years applicable experience.

Entry Level – 2 years’ work experience supporting customers remotely in a technical environment

Entry Level – 2 years’ work experience in Technical Call Center, IT (International Technology) Help Desk, or equivalent technical support roles