Service Desk Analyst

29 Jun 2024

Vacancy expired!

Service Desk Analyst

Responsibilities
  • Provide first-level technical and customer support of client software applications, data, products, and services to state regulators, insurance producers, insurance company representatives, consumers, and client staff.
  • Respond to telephone and e-mail customer inquiries.
  • Provide and communicate solutions to customers in a timely and accurate manner.
  • Maintain a log of inquiries to the Service Desk using the IT Service Management tool, Jira.
  • Document customer requests, troubleshooting procedures, follow-up action items, assignments to second-level Support staff, and conversations with customers including instructions communicated to customers intended to resolve their issues.
  • Perform basic first-level problem analysis to determine the potential causes of technical problems.
  • Relay trend information to team members, the appropriate application development teams, and Management staff.
  • Assist customers in finding information on the client’s website, locating the appropriate client support staff to answer business questions, generally directing customers to the most appropriate resource, either within or outside the client, to address their questions.
  • Work closely with internal Technical Support staff and other internal client business partners, as well as with external technical staff at the state departments of insurance.

Requirements
  • Skill supporting Microsoft Office, Web browsers, and computer software.
  • Associate Degree or equivalent from a 2-year college or technical school; or 6-months to 1-year technical support experience.

Preferred
  • 1-year of face-to-face or telephone customer service experience.
This is a 12+ month 100% REMOTE Contract opportunity with our Kansas City, MO client. 100% Paid employee medical/Dental Benefits, Paid time off, Paid Holidays, and 401(k) (with immediately-vested company match) available with TriCom during the contract period. H1-B Visa sponsorship is not available for this position. No third-parties, please.

  • ID: #43677231
  • State: Missouri Kansas city 64106 Kansas city USA
  • City: Kansas city
  • Salary: Depends on Experience
  • Job type: Contract
  • Showed: 2022-06-29
  • Deadline: 2022-08-21
  • Category: Et cetera