Global Service Center

Pomeroy Greenville , NC 27833

Posted 2 months ago

Job Description:

General Function:

Under general supervision, the Service Desk Support I - Tier II analyst will provide second line support for clients, following process to document and resolve technical issues relating to hardware, software, network, security, user provisioning, or general computer usage through various contract methods.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

  • Provide exceptional and professional customer service to our clients

  • Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate ticketing tool

  • Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools

  • Show strong initiative, attention to detail and ability to interpret and resolve problems

  • Research and develop resolutions for problems that are presented, and when necessary escalate to the appropriate escalation partners or internal management or subject matter experts

  • Develop strong relationships with client and escalation groups in order to ensure forwarded requests are completed in timely and efficient manner.

  • Provide an escalation path for Level 1 analysts and provide coaching and mentoring on issues that do not need to be escalated

  • Primary contributor and reviewer of knowledge base

  • Participates in the development and maintenance of Service Desk procedures and documentation

  • Participate in ongoing training for service desk operations

  • Lead and deliver on small or medium projects that may be assigned

Supervisory Responsibilities:


Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

  • Must have access to a personal computing device, high speed internet connection and have a private telephone service available for company use if required

  • Position requires the ability to work various hours Monday through Sunday

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

General office environment

Work is generally sedentary in nature, but may require standing and walking for up to10% of the time. Work is generally performed within an office environment, with standard office equipment available.


Minimum Knowledge, Skills and Abilities Required Associates degree in Information Technology or 3 years equivalent experience in a technology related field Prior experience in a customer service role Excellent customer service skills Strong verbal and written communication skills superior interpersonal skills and telephone etiquette Analytical and problem solving skills ability to deal with the stress of a fast paced work environment Ability to adapt and adjust to changing work situations, processes, and procedures Ability to multi-task and prioritize efforts in adapting to rapidly changing situations Ability to work in a team environment and present a professional image at all times Proficient in all Microsoft's currently supported Operating Systems Proficient in messaging systems such as Microsoft Outlook and Lotus Notes Experience with Active Directory administration Certification or experience equivalent to Microsoft MCITP or CompTIA A+, Network +, or Security + Willingness to work flexible hours with occasional evening and weekend hours

Hiring in the following location(s): Greenville, SC Position Type Reg. Full-time Benefitted

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Global Service Center