Service Desk Analyst- Beverly Hills, LA
Due to the expansion of the existing team we have a new position based in our Los Angeles office.
We are looking for a Servicedesk Analyst to join our International Servicedesk team. The role involves assisting Casewise customers with requests, queries and issues relating to our software and services. This includes communication with customers via email, telephone, and our Salesforce based online support system. Our analysts are responsible for ensuring that customers receive prompt and accurate responses, and that we maintain a high level of customer satisfaction. Casewise customers are based across Europe and the US with an emerging customer base on the West Coast, given this the ability to communicate with customers in English and Spanish is mandatory.
This is an opportunity for someone with a strong interest in technology. Casewise solutions depend on, or interact with, a wide range of technical components including Windows Server, SQL Server, Oracle, IIS, Active Directory, and SharePoint. We need someone who has, or is able to build their knowledge of and practical skills in these technologies. Training will be available where required for the right candidate.
We also need you to develop in-depth knowledge of our applications and their business purpose as this is critical to delivering the quality responses and solutions that our customers need and expect.
Alongside this there will be a requirement for a general level of ability to support desktop and laptop, Networking and Server.
The right candidate will have the opportunity to progress to a product or technical specialist role that could also lead to a consultancy role in the future.
The key responsibilities of the role are to:
• Assist customers with technical problems relating to Casewise software products, their installation, deployment and configuration.
• Respond promptly to customer communications of all kinds received by phone, email or Salesforce.
• Analyse software and technical issues and investigate causes.
• Develop, suggest and document workarounds.
• Contribute to the population of the incident knowledge base. (Known issues, known solutions)
• Maintain customer contact and progress history through the Salesforce system.
• Manage, analyse, prioritize and resolve open customer requests for assistance.
• Report and escalate confirmed bugs through the Development Change Request system.
• Supply software patches to customers when appropriate.
• Create license keys where appropriate for customers.
• Develop expertise in Casewise software products.
• Develop expertise in the technology used in these areas
Requirements
Essential
• A strong IT background including Microsoft Windows, Microsoft Office, Server technology, Relational Databases, and Web technology
• Effective communicator, both verbally and in writing
• Team player able to work with colleagues in customer services and development to resolve issues promptly and professionally
• Committed and prepared to “go the extra mile” to ensure customer’s needs are met.
• Graduate in Information Technology or a related subject
• Business English and Spanish
• Right to work in the United States
Desirable
• Understanding of local area networks, MS Server, Disaster Recovery, desktop support, email systems, web based multi-tier applications and able to configure and diagnose problems associated with these
- ITIL Servicedesk / Service Support
• Business English and Spanish
Ready to deliver high level customer service? Are you customer centric? Do you want to join a fun and growing company?
Then, apply today and join us!
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