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The Service Center Analyst role is considered as Merakey front line support, and the face of IT. As part of End User Support within IT Operations, a Service Center Analyst is a phone-based position, responsible for answering telephone calls and responding to emails from Merakey employees to resolve or escalate all IT related issues or requests.

Administrative:

• Creates and updates tickets in a time manner within the IT Service Management System.
• Monitor the status of unresolved issues and communicate frequent updates with customers.
• Documents problem definitions and knowledge base articles.
• Documents and logs all contacts and actions into tickets.

Client/Customer Support:

• Answers and responds to inbound calls, emails, or chats using documented procedures, available tools and supplied script(s) to assess customer's technical support needs and handle/route accordingly to the satisfaction of the customer.
• Provides direction to customers promoting online self-service and web-based solutions.
• Escalates unresolved customer issues to internal teams with concise description, actions, and traces as required for escalation.
• Provides customers with existing Service Request status and triages call appropriately.

Technical:

• Using information gathering skills and troubleshooting steps, an analyst works to identify and resolve the issue the user is experiencing.
• Using remote access tools, an analyst identifies the cause of hardware/software issues and guides the user to a successful resolution.
• Creates temporary "work-around" for immediate customer issues when appropriate.
• Assist customers with security-related and password reset issues, where applicable.
• Support Office 365, Microsoft Office products including Outlook, Excel, Word, PowerPoint, and MS Teams, and ancillary products such as Zoom.
• Microsoft Printer topology and deployment (Domain infrastructure).
• Desktop hardware troubleshooting. (Peripheral connectivity speed and performance tuning, hardware maintenance)
• Remains knowledgeable of system information, changes, and updates.

General:

• Communicate recurring issues to management
• Adheres to service level agreements with customers and business partners.
• Maintains awareness of and compliance with all Merakey personnel policies.
• Achieves specified performance goals.
• Additional responsibilities as required.

Merakey offers Medical, Dental and Vision insurance plans as well as competitive compensation plans. In addition, benefits include Work/Life balance, flexible schedules, cell phone discount plans, employee referral bonuses, tuition reimbursement, DailyPay, membership in Care.com and much more!

Qualifications

• Experience supporting Outlook/MS Office and a variety of Wi-Fi-enabled devices.
• Ability to make quick, accurate, and appropriate decisions.
• Knowledge of customer service principles and practices.
• Knowledge of call center telephony and technology.
• Ability to communicate with customers over the phone and provide remote support.
• Ability to explain technical issues in clear and understandable language.
• Excellent verbal and written communication skills.
• Must be a detail-oriented self-starter - function autonomously.
• Strong customer service orientation.