About the job
Local Candidates Only: Waukesha, WI or Winston-Salem, NC
We are seeking a dedicated Service Desk Analyst I to join our dynamic team at Hctec. In this role, you will provide exceptional remote IT support to our customers from our 24/7 call center. Your outstanding customer service and communication skills are essential for success in this position.
Key Responsibilities:
- Respond to customer inquiries and process information effectively.
- Analyze customer issues by gathering relevant information and evaluating symptoms.
- Provide remote support to end-users via internet connections.
- Utilize available resources to research and resolve issues.
- Adhere to established processes and procedures.
- Document call transactions accurately using designated tracking software.
- Communicate ideas clearly and appropriately for different audiences.
- Conduct follow-ups and scheduled callbacks as needed.
- Stay informed about system updates and changes.
- Document troubleshooting steps and case information using Healthy IT ticketing system.
- Follow escalation procedures as defined by management.
- Ensure prompt, accurate, and courteous service to all customers.

