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Remote Desktop Services (RDS)Analyst / Level 1.5
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Job Description
- Req#: 3109585
Employer Industry: Technology Services and Consulting
Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Supportive and collaborative work environment
- Chance to make a positive impact on client satisfaction and member experience
- Work remotely from anywhere, providing flexibility in your work-life balance
- Engage in innovative solutions that address complex digital transformation needs
What to Expect (Job Responsibilities):
- Create, assign, categorize, prioritize, escalate, track, and close service tickets as per defined SLAs
- Provide Level 1 and Level 1.5 support via phone, email, chat, and web for end users or the Service Desk Level 1 team
- Maintain a high degree of customer service and adhere to service management principles
- Take ownership of user problems and proactively address user issues
- Troubleshoot issues related to Outlook email, MS Office suite, WebEx, Jabber, and Cisco AnyConnect VPN
What is Required (Qualifications):
- Strong interpersonal skills and ability to work effectively in a dispersed team and independently
- Experience in service ticket management and customer support roles
- Proficiency in using CRM tools for ticket creation and management
- Ability to identify and categorize incidents and prioritize issues
- Familiarity with troubleshooting technical issues related to various software and remote tools
How to Stand Out (Preferred Qualifications):
- Previous experience in a Level 1 or Level 1.5 support role
- Knowledge of remote desktop support tools and techniques
- Familiarity with commonly used web browsers and email clients
- Experience in identifying trends in service requests and outages
- Ability to contribute to technical and process updates and training
#TechnologyServices #RemoteSupport #CustomerService #CareerGrowth #InnovativeSolutions
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