IS Customer Service Analyst I - VIRT
US-OH-Columbus
external
Req #: 53137
Type: Full Time
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Overview: The IS Customer Service Analyst I serves as the initial point of contact for IS related issues by responding to requests for technical assistance by phone, email, electronic self-service, or in person. Position Type: Hybrid This role involves both on-campus responsibilities and the option to work remotely for the remainder of the time, depending on the candidate's preference. Schedule: * Training Period: For the first six weeks, the team member will train from 8 AM to 5 PM, Monday through Friday. * Post-Training: After completing training, the shift will be from 12 PM to 9 PM, Tuesday through Saturday. Responsibilities: * Gathers relevant information to assist in timely resolution of incidents and requests * Identifies situations requiring urgent attention, to effectively prioritize and escalate to appropriate tier 2 and 3 resources * Provides accurate and timely logging and resolution of issues * Takes ownership of customer issues, follows the status of issues on behalf of the customer, and communicates progress in a timely manner * Assists the IS Service Desk with continuous process improvement Note: Regular, reliable and consistent attendance is an essential job function.Employees are expected to perform work as scheduled. Please see the physical requirements for this position listed below. Qualifications: Education Requirement: Bachelor's Degree or relevant experience required Certifications: A+, Network+ preferred Skills: Excellent troubleshooting and customer service skills Experience: Minimum 1-2 years experience providing IT customer support required Driving required: Yes, occasionally The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individual so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. EOE M/F/Disability/Vet
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