If you are interested in this position:
Download the skills matrix using the button below and fill it out.
Email us and attach the completed skills form and your most recent resume to us at:
email@example.com Please include '8478MI Skills Form' and your name in the subject line.
This position will be hybrid to start, with the potential to be all onsite.
Our client, Oakland County is looking for a Service Desk Analyst professional, who is passionate about delivering the ultimate customer experience. Client is looking for someone who is successful at working in a team environment where a customer obsessive culture is paramount.
Engage and empathize with customers to support and resolve technical issues through completion.
Develop, foster and maintain highly effective customer interaction.
Accurately document all work performed through ticketing system including details and outcomes.
Ensure accurate and timely resolution of all assigned issues.
Escalate product bugs or unresolvable cases.
Collaborate with team members to enhance the customer experience. Main focus will be on support of Microsoft Office 365 on various platforms.
Share knowledge amongst the Microsoft support program community via solution documents, social media, technical communities and training recommendations.
Participate in product testing, tool building and pilot new projects.
Secondarily will back up other team members on Telecom, Hardware and Server incidents.
Basic Skills Required
Customer service skills
Demonstrated problem-solving skills including identification of issues, obstacles and opportunities and development and implementation of effective solutions.
Demonstrated ability to think on your feet and take a methodical approach to troubleshooting. Excellent written and verbal communication skills.
Demonstrated professionalism in resolving customer issues
2+ years - Experience working as a Service Desk Analyst
2+ years - Understanding of O365 Suite and environment including capabilities, plans, service descriptions and features
2+ years - Knowledge and troubleshooting experience in support of legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.)
Experience with Telecom, Hardware and Server incidents