Service Desk AnalystThe Service Desk Analyst is the single point of contact when assisting customers with all manner of incident reports and inquiries in an ever-growing spectrum of intake. This position is required to perform all Service Desk functions including, but not limited to, answering calls, creating service tickets, assisting callers with issues, documenting those issues, documenting issue resolutions (when possible), or re-routing calls and help tickets as applicable.-Provides a fantastic customer service experience for every client who calls the Service Center for assistance-Codeswitches customer/user jargon and industry terms understood by application analysts-Responds to requests and effectively coordinate the execution of the Incident/Change/Problem processes-Captures and documents all details of an issue in the Service Management Portal-Maintains technical expertise in the following areas:1.Microsoft Operating System technical navigation and support2.Microsoft Productivity Software (Office 365, Teams) technical navigation and support3.Network device troubleshooting (modem/router/laptop wireless NIC)4.Electronic Medical Record (EMR) technical navigation and support-Interfaces with the other team members to provide additional information to assist in the resolution of cases as fast as possible-Assists in scheduled environmental integrity checks within our Data Center, responding to alerts, and providing low-impact onsite assistance if directed.

• Facilitated digital wholesale dealer-to-dealer auto sales, successfully handling 100+ phone, Slack, and registration cases.• Developed standard operating procedures (SOPs) to streamline outsourced customer registrations department operations.• Worked with the other team members to provide additional information to assist in the resolution of cases as fast as possible.• Monitored and maintained the external support ticket system for the department, responding to customer issues promptly.• Provided technical support for navigating and operating Microsoft and Mac OS technologies, including web browsing and networking. • Collaborated with Product Team and escalated any external or internal reported technical issues as they arose. Assisted with new feature testing and supported product development using test environments.• Steered registration department, partnered with IT, and allocated representatives for each account. • Evaluated background screenings and carefully assessed potential liability, providing approval based on considerations.• Steered registration department, collaborated with IT, and allocated representatives for each account.• Identified and resolved errors by establishing workarounds and solutions for new account creation and ongoing maintenance.

• Maintained open lines of communication with all departments to ensure smooth operations and collaboration.• Troubleshooted customers networking and connectivity issues, using remote access software as necessary.• Ensured product and service liability by documenting all research findings and customer interactions in Salesforce.• Communicated with clients through email and phone, handling an average of 120+ inbound calls daily.• Partnered with product team to troubleshoot IT issues that included identifying and resolving technical/end-user application failures and shortcomings.• Closely monitored system operations for optimal performance, promptly escalating any issues that required advanced product knowledge or technical expertise.• Consistently reported issues and provided realistic timelines to team members and management, while diligently documenting known errors, workarounds, and procedures for future reference.

• Recognized and catered to customer requirements while promoting open lines of communication via calls, emails, and chats.• Detailed incoming call activity via Salesforce, ensuring data was up-to-date and easily accessible for analysis and reporting.• Upheld and managed implementation of efficient protocols for effectively addressing and resolving customer issues.• Provided first-level technical support for customer inquiries, efficiently solving basic technical issues.• Diagnose and helped users with basic network issues (i.e. setting up Wi-Fi, configuring VPNs, troubleshooting internet access points.)