Service Desk Analyst I
Softec Solutions, Inc
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Service Desk Analyst
Founded in 1996, based in Denver, CO, Softec Solutions is a leading IT staffing solutions and services company that takes the challenge out of finding high-demand technical skill-sets. Softec takes a proactive approach in understanding business challenges and local market analytics, provides customized recruiting solutions, and delivers value and results.
Softec Solutions is currently seeking a Service Desk Analyst I.
Customer Service position responsible for first level support for field and business office teammates.
Support includes but is not limited to desktop applications and programs and DaVita Rx application support.
The objective of this position is to provide support in a timely manner and escalate as necessary to minimize computer downtime for customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all inclusive.
Provide excellent customer service answering tier 1 support calls. Log and track all inbound issues, problems and requests for service through all entry points into ticket tracking system.
Provide professional support to a wide variety of customers with limited to advanced familiarity with computers on a first-call resolution status
Listen and understand inquiries and issues, asking appropriate questions to determine and resolve software related issues
Seek assistance from next level team member if issues are complex or cannot be resolved within 15 minutes
Communicate with customers, providing status updates and follow-up to ensure satisfaction0 - 3 YOE
Softec Solutions, Inc is an EEO/Affirmative Action Employer.
PEOPLE. EXPERIENCE. RESULTS. Service Desk Analyst
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