12266654 – Service Desk Analyst – Santa Ana, CA
Title: Help Desk Analyst
Duration: 12+ Month Contract
Location: 100% Remote
Client: First American
Max Pay: $25/hr on W2
(Candidate must be available to start the shift between 5:00 AM – 8:30 AM Pacific). Shift will be assigned after hire.
Position is 100% remote, anywhere in the U.S.
This position is the critical first line of support for external customers who use the client's proprietary Title software applications. External customers are primarily Title/Escrow professional who face time sensitive deadlines. Awareness of urgency is required.
As a member of the SMS Team, you will be providing timely support by responding to and diagnosing problems for through discussion with users. Support includes problem recognition, research, isolation, resolution and follow-up steps. Interaction with higher level support to identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties.
By utilizing Knowledge Centered Support “UFFA”, initial problem recognition, and quick determination of appropriate resolution or escalation while ensuring an excellent customer service experience supports your success on our team. Joining our dynamic, fast paced work environment is an excellent career step for you.
The ability to multi-task in a high call volume setting is required. You should be comfortable with thoroughly documenting a customer’s issue in ServiceNow ticketing system while asking key questions to assess the problem and solution needed. Documentation should be completed alongside troubleshooting while on the call.
The average call per analyst per day is 20 – 30 calls and is entirely 100% phone support. Your accountabilities will include:
• Support customer inbound requests through phone, self-service and other channels as developed by Service Desk through utilization of the Knowledge Base & KCS Best Practices.
• Providing accurate and creative solutions to customer problems to ensure quick restoration of customer productivity. If the issue cannot be resolved within a certain timeframe, proper escalation is crucial.
• Assist in maintaining the customer support e-mail by reading, opening and documenting all calls into ServiceFirst tickets while in between calls.
• Must be flexible with work hours depending on volume Available to do occasional after-hours support – weeknights and weekends (Candidate must be available to start the shift between 5:00 AM – 8:30 AM Pacific). Shift will be assigned after hire.
Excellent customer service.
Good communication, problem solving skills and telephone etiquette.
Ability to follow KCS Best Practices by maintaining, adding-to, and using the knowledge base.
Broad range of software, network, desktop and mainframe knowledge is highly desirable.
Maintains a high level of technical skill in field of expertise.
Knowledge of basic Windows System Administration functions.
2-4 years previous experience working in a help desk or service desk environment.
Licenses: A+ certification preferred Microsoft, HDI, KCS and/or ITIL certifications a plus
Experience in the Title/Escrow industry is preferred.
Computer Customer Service
Technical Problem Solving
Helpdesk Analyst Level 2