PLEASE CHECK SHIFTS, START DATE, & COMPENSATION BEFORE APPLYING
Alderson Loop is looking for a Tier I Help Desk Analyst to support a broad spectrum of applications and processes serviced by the Help Desk using its ServiceNow web-based toolsets to search knowledge bases, document calls, complete requests and escalate incidents, all while following proven procedures. The Analysts will take between 8 and 12 calls an hour when busy while exploiting low call volume times to complete manual efforts such as Order Processing and Follow-up call-outs to customers.
Tier I Analysts will be provided initial classroom training in addition to periodic refresher trainings to orient, equip and facilitate proficiency in serving callers. Tier I Analysts will work alongside more senior agents within a team atmosphere where the Escalated Customer Support group, Change and Incident Management personnel and actively engaged Supervisors are leveraged to assist in resolving at least 75% of the customer issues on the initial phone call.
The position will start in early August. This position requires you to be on-site in Owings Mills, MD for one whole week a month.
2nd and 3rd shift openings -
2nd shift hours - 10am-7pm 11am-8pm 12am-9pm
3rd shift hours - 10pm - 7am; 11pm - 8am
Qualifications:
1+ years of Help Desk Analyst experience
Must have prior call center environment experience
Experience resolving technical tickets for customers (internal or external)
Ability to communicate clearly and confidently by phone and in writing
Experience with Microsoft Office 365
Experience working with a ticketing system, preferably SeriveNow
Motivated toward delivering high levels of Customer Service
Comfortable with all types of technology - Digital Native