To Apply for this Job Click Here

Position: Help Desk Analyst

Schedule: 11:30 AM - 8:00 PM EST

*100% Phone and Computer Support

Job Description:

The Help Desk Analyst working under moderate supervision provides technology support to Suburban Propane's employees, contractors, and Franchisees. He/she works closely with service partners to resolve reported issues. The Analyst records the service delivery process and communicates expected time of service and/or status updates back to customers. Additionally, the Analyst will be expected to follow detailed Help Desk operating procedures while consistently demonstrating outstanding customer service skills.

ACCOUNTABILITIES:

• Demonstrate high availability including sustained productivity during remote activity under approved emergency situations.
• Meet established performance standard metrics including high ACD availability, high first contact resolution, high ACD call count, & low ring time.
• Accept manage and resolve ACD, Remedy Queue, email, voicemail, & Requester cases.
• 100% Case Logging.
• Properly prioritizing, categorizing and routing assigned incidents in the call management system.
• Identify trends in incoming calls that could be a result of a disruption in service.
• Calling customers to inform them of status and or updates.
• Resolve basic and intricate hardware problems over the phone.
• Coordinate vendor services to ensure timely resolution of reported issues.
• Communicate detailed resolutions to customers calling about known problems or specific service disruptions
• Perform incident research as requested by management.
• Complete special projects and tasks as assigned by management.
• Submit, use, & maintain knowledge base entries.
• Follow established Help Desk Operating procedures.
• Understand and adhere to Operational Level Agreements and Service Level Agreements.

ANALYSIS/DECISION MAKING:

• Follows Company and Help Desk operating procedures.
• Uses technical experience and knowledge to resolve support requests.
• Follows appropriate escalation procedures to Information Services Staff and Management.

To Apply for this Job Click Here