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CareTech Solutions Service Desk Analyst I-DAY SHIFT in Troy, Michigan

uService Desk Analyst I-DAY SHIFT/uThe Service Desk Analyst I provides quality first level support to IT users, employing a high degree of customer service, technical expertise and timeliness. Consult knowledge base to optimize problem resolution, tracks calls and enters solution data and follow through on resolution with end users.The DAY SHIFTschedule will be a nine hour shift \with an hour unpaid lunch. Days off will be dependent of business needs. Five consecutive regularly scheduled work days is the maximum with a start time between 6:00 am and 10:30 am. Weekend shifts are required to apply.Responsibilities:ulliReceive incoming calls from Client Community and provide first level support; document each call verifying customer information and including all troubleshooting steps/liliResearch, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards; escalate problems to appropriate individual/group/liliAssist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction/liliRoutinely contribute to the Knowledge Base/liliProvide accurate and creative solutions to user problems of moderate nature to ensure user productivity/liliAcquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers/liliParticipate in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as needed/li/ulKnowledge,Skills, and Abilities (KSAs):ulliKnowledge of Citrix and VPN/liliBasic typing skills/liliStrong listening, verbal, and written communication skills/liliA strong sense of urgency and the ability to multi-task effectively with attention to details/liliWell-developed organizational, communications and time management skills/liliA strong business maturity and professionalism is essential/liliAbility to troubleshoot, analyze and resolve customer concerns/liliHigh technical aptitude and strong PC literacy skills including function and capabilities/liliAbility to work independently as well as part of a team and function well under pressure/li/ul

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