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Job Overview
| Location Austin | Texas, United States |
| Job Type | Full-time |
| Job id | 2023-89075 |
| Average Salary | USD $41,400 – $73,700 / Year |
Job Description
We are looking for an IT Service Support Analyst to offer level-one support via phone and chat for the internal Schwab workforce. It includes administering incidents (service disruptions) and service requests (routine service-related tasks).
Role of IT Help Desk
- Knowledge and Practising Emotional Intelligence (EQ).
- IT Help desk must have Strong oral and written communication skills.
- Having a social presence and helpful attitude; strong interpersonal skills and potential to work well with others.
- Must have Significant professional etiquette in the use of phones and chat.
- We are communicating multiplex technical problems in an easy-to-understand manner to users with minimal technical understanding.
- Exceeding or meeting defined goals and metrics (e.g., first contact resolution, talk time, wrap time, chats per hour, quality assurance assessment).
- Must be proficient in Multi-tasking and applying organizational equipment proactively in a constantly transforming environment.
- We are administering the defined Service Desk processes with solid attention to detail.
- I am receiving constructive feedback and significant development.
- We are offering concise information and settings expectations.
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Responsibilities of IT Help Desk
- Diagnose and compensate end-user desktop application issues and offer appropriate solutions.
- IT Help desk Must ensure customer satisfaction through timely resolution of problems or escalation to a 2nd level team.
- Offer incident status updates to management and end-users per service level guidelines.
- Support and maintain effective relationships with users.
- Provide support for end-user computing devices (laptops, PCs, cell, printers, phones, and tablets).
- Support end users using applications such as Microsoft Office, VPN, CRM, Citrix, and MDM (mobile device management).
- Perform account management and maintenance for different applications and systems (e.g., create or modify user accounts and permissions, perform password resets).
- Communicate with customers at all levels of technical and non-technical skill sets.
- Follow all standard functioning procedures (SOP) through the effective use of understanding management.
Qualification and Abilities
- 3 – 5 years of proficiency working in a service desk or customer service environment.
- 3 – 5 years of technical support proficiency.
- 3 – 5 years of phone and chat support proficiency.
- Microsoft certification and CompTIA, ITIL, KCS, and CSI are a plus.
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Benefits:
Offers an attractive and sustainable package designed to empower you for today and tomorrow. We offer a flexible package designed to help you make the most of your life at work and home.
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