Help Desk Analyst Jobs

Alderson Loop is looking for a Tier I Help Desk Analyst to support a broad spectrum of applications and processes serviced by the Help Desk using its ServiceNow web-based toolsets to search knowledge bases, document calls, complete requests and escalate incidents, all while following proven procedures. The Analysts will take between 8 and 12 calls an hour when busy while exploiting low call volume times to complete manual efforts such as Order Processing and Follow-up call-outs to customers.

Tier I Analysts will be provided initial classroom training in addition to periodic refresher trainings to orient, equip and facilitate proficiency in serving callers. Tier I Analysts will work alongside more senior agents within a team atmosphere where the Escalated Customer Support group, Change and Incident Management personnel and actively engaged Supervisors are leveraged to assist in resolving at least 75% of the customer issues on the initial phone call.

Open Shifts -

Monday - Friday 1pm - 1ppm

Monday - Friday 9am - 6pm

Monday - Friday 10am - 7pm

Qualifications:

• Must have prior call center environment experience
• Help Desk / Customer Support / Desktop Support Internship or 1 - 2 years of prior experience in a relevant position
• Comfortable with all types of technology – Digital Native
• Prior experience working in a fluctuating pace environment
• Motivated toward delivering high levels of Customer Service
• Working knowledge and familiarity with the Microsoft suite of Office Products
• Ability to communicate clearly and confidently by phone and in writing