It Support Service Desk Analyst Jobs in Ohio

Certifications/Specific Knowledge : Good interpersonal skills, good computer skills, ability to read, write, speak, and understand English.

Alert management to emerging trends in Incidents.

Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.

Access knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

Reinforce SLAs to manage end-user expectations.

Strong customer service skills and mindset.

Certifications or Desired skills if any Experience with ServiceNow, Salesforce or similar ticketing system.

Microsoft O365, ability to type 40+ WPM, excellent time management.

3 + Years of Experience in Call Center Support

1 Year of experience in Help Desk technical Support.

4-year college degree or equivalent technical study preferred; may accept equivalent work experience.

•Manage and report time spent on all work activities.

Effective knowledge of WMG organization and who to coordinate with to resolve issues

Bachelor’s Degree or equivalent experience

2+ years of experience in a position involving customer support

Strong work-ethic and are a self-starter with effective organizational skills with attention to detail who proactively seeks out new solutions

Problem solving, decision making, and continuous process improvement skills

Partnering, influencing, and communication skills to convey key elements in a concise and positive manner

Perform remote troubleshooting by applying core knowledge obtained from the role and acquires increasingly more knowledge to apply in the role.

Promptly open tickets, checks and logs all calls on support activity and resolution in the incident management system.

Proficiency with Windows account management within an Active Directory environment.

A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations

Hybrid/Flexible : Work at home and use the office as appropriate for in-person collaboration.

Prioritize and manage service support requests in line with expected service level targets.