Careers at Secure-24Help Desk Analyst

Position Overview

• Responsible for answering overflow/escalated service desk calls
• Responsible for placing outbound calls to customers
• Responsible for resolving or escalating incidents in a timely manner
• Attempt to identify what the underlying causes of issues within the infrastructure of a system and how to resolve them
• Optional project time if all responsibilities are met

Essential Job Functions

• Fluent in English, strong communication skills
• Troubleshooting Linux/Email/Windows/Citrix/Network/Database issues
• Provide a single, informed point of contact for customers
• Keeping customers informed on a request status and progress
• Incident categorization & severity verification
• Incident resolution
• Problem identification
• Problem escalation

Non-essential Job Functions

• Additional languages

Requirements

• Available at least 16 hours a week, full time available
• Commitment to excellence
• Excellent customer service skills
• Willingness to take responsibility to ensure issues are resolved
• Team player
• Critical thinking skills
• Professional customer service skills
• Excellent phone etiquette
• Excellent email etiquette

Other Skills/Abilities

• Driver's license
• Lift 50lbs