Technical Service Analyst Lead

Cognosante   •  

Phoenix, AZ

Industry: Professional, Scientific & Technical Services


Not Specified years

Posted 122 days ago

This job is no longer available.

Cognosante is looking for a Technical Service Analyst Lead to work on the Service Desk, which is the first line of support for our customers. The Technical Service Analyst Lead will serve as the escalation point to other tier one service desk analysts as well as help the service desk supervisor with the oversight of service desk operations. Based out of our Phoenix, AZ office, the ideal candidate possesses outstanding customer service, technical aptitude, and a desire to “own” customer incidents and requests to resolution. The Technical Service Analyst Lead provides customer support, service and technical support through analysis and problem solving over the phone, chat, and remote support.

Key Responsibilities

  • Oversee Tier 1 analyst and serve as technical escalation point for tier 1 analysts
  • Provide remote technical support via phone, chat or through the Incident Management System
  • Triage and work incoming Service Desk calls, chats, tickets
  • Own customer incidents and requests to resolution
  • Support Microsoft, Apple, business and third-party applications
  • Create documentation for the Support Service Help Center, both internal and external facing
  • Maintain accurate and up to date notes in all tickets
  • Review open tickets daily, promptly following up
  • Ensure that initial response, ongoing communication and resolution times are within SLAs
  • Install, maintain and support IT gear
  • Support Windows operating systems of various versions including Windows 7, 8 and 10
  • Manage and support Office 365
  • Coordinate and support all desktop add/moves in the contact center
  • Support of Contact Center Technology

Required Qualifications

  • AA or 2-year technical school (Computer Science, Electronics Engineering or other engineering or technical discipline is required)
  • 4 years of additional relevant experience may be substituted for education
  • Candidate must have experience in explaining highly technical data and information in simplistic grade school language for end users of complex IT systems and projects
  • Candidate must be able to use a variety of word processing, spreadsheet, graphics and scheduling tools
  • Candidate must have experience in being able to gather and convert data into a written narrative

Preferred Minimum Qualifications

  • Excellent written and communication skills
  • Exceptional customer service skills
  • Experience creating support documentation
  • Outstanding customer service skills
  • 6 months to 1-year Experience as lead on a service desk
  • 5 years Help Desk or IT experience
  • 7 months working knowledge of Active Directory
  • General knowledge/understanding of computer hardware, servers, basic networking
  • HDI or ITIL certification