First Call Resolution Jobs in Ohio (NOW HIRING)

A Desktop Analyst I-Helpdesk job in Cincinnati, OH is currently available at Belcan. This is a full-time direct position with benefits. In this role, you will apply your skills by providing technical support for all business products supported to internal users over the phone, through the ticketing system, and in-person out of the Information Technology Services Group (ITSG). This position will perform helpdesk support and desktop support. Candidates must have a passion for managing a large workload under tight deadlines as this team provides support for a variety of external customers with diverse technology solutions. Responsibilities will include providing the necessary support to address the customer's issues and/or requests in a manner that meets or exceeds agreed upon Service Level Agreements (SLAs) within operations. In addition, will provide First Call Resolution and occasionally backfill for the Helpdesk. Technicians are the foundation and at times the catalyst for building the knowledge base.
Job Duties:
Responsibilities and Daily Activities
* Maintain a Helpdesk presence during business hours.
* Answer incoming calls during business hours to gather the necessary information to create a
ticket on the customers behalf.
* Actively work in the online ticketing system to triage, respond, and route tickets to the
appropriate teams in a timely manner to maintain department service level agreements.
* Serve as escalation for internal/external customer for incidents, requests and inquiries for all
Business Products
* Creating documentation and provide feedback on existing documentation to assist in building
or updating processes.
* Occasionally field walk-up requests and 1st level Help Desk duties. Log and document detailed
ticket activity until resolution is complete and ticket is closed with customer
* Provide deskside support
* Collaborate with other analysts to determine resolutions for customer incidents and requests
* Create knowledge base entries for solutions that may be repeatable so that others can
leverage against future incidents/requests
* Make outbound calls to internal/external customers as part of the Incident Management
lifecycle
* Setup new hires and perform moves
* Keep Asset database updated
* Other duties as assigned
Required Qualifications:
Skills and Requirements
* Exceptional customer facing/customer service skills
* Excellent conflict resolution skills
* Solid understanding of Information Technology and computing systems
* Solid networking fundamentals
* Familiar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint
* Ability to help others while meeting individual performance goals
* Reliable customer support
* Competent technical troubleshooting
* A passion for Service Improvement
* Able to work under pressure and meet deadlines
* Able to demonstrate a high degree of flexibility including shift and out of hours working
* Able to manage sensitive and sometimes confidential information
* Eligible for US Government security clearance
Preferred Qualifications & Skills:
* Demonstrated a desire for self-directed education regarding IP, Networking and VOIP technologies
* Experience of managing 3rd parties and 3rd party delivered services
* Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
* Knowledge of ITIL disciplines
* Willingness to support and mentor junior staff
We provide a competitive pay and benefits package. This position is offering a salary range of $50,000 to $60,000. Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance, 401(k), education assistance, paid time off, including PTO, holidays, and any other paid leave required by law.
Belcan is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.