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Form of work JOB DESCRIPTION
Overview: The IS Customer Service Analyst I serves as the initial point of contact for IS-related issues by responding to requests for technical assistance by phone, email, electronic self-service, or in person. Responsibilities: Gathers relevant information to assist in timely resolution of incidents and requests. Identifies situations requiring urgent attention, to effectively prioritize and escalate to appropriate tier 2 and 3 resources. Provides accurate and timely logging and resolution of issues. Takes ownership of customer issues, follows the status of issues on behalf of the customer, and communicates progress in a timely manner. Assists the IS Service Desk with continuous process improvement.
Qualifications: Education: Bachelor's Degree or relevant experience required.
Certifications: A+, Network+ preferred.
Skills: Excellent troubleshooting and Customer Service skills.
Experience: Minimum 1-2 years; experience providing IT customer support required.
The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individual so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. EOE/M/F/Disability/Vet
Overview: The IS Customer Service Analyst I serves as the initial point of contact for IS-related issues by responding to requests for technical assistance by phone, email, electronic self-service, or in person. Responsibilities: Gathers relevant information to assist in timely resolution of incidents and requests. Identifies situations requiring urgent attention, to effectively prioritize and escalate to appropriate tier 2 and 3 resources. Provides accurate and timely logging and resolution of issues. Takes ownership of customer issues, follows the status of issues on behalf of the customer, and communicates progress in a timely manner. Assists the IS Service Desk with continuous process improvement.
Qualifications: Education: Bachelor's Degree or relevant experience required.
Certifications: A+, Network+ preferred.
Skills: Excellent troubleshooting and Customer Service skills.
Experience: Minimum 1-2 years; experience providing IT customer support required.
The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individual so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. EOE/M/F/Disability/Vet
