Service desk analyst

Responsibilities

• Provide frontline support and customer service to CodeBlue customers’ systems, applications and environments as defined in service level agreements.
• Perform initial triage and troubleshooting of tickets received via phone, email or directly into CodeBlue customers’ systems, applications and environments.
• Manage communication with internal and external stakeholders to ensure appropriate levels of support are provided to CodeBlue’s customers.
• Assist with upkeep and maintenance of internal CodeBlue systems, applications and documentation.
• Frontline support.
• Ticket logging and management.
• Process adherence.
• Continuous improvement.
• Customer relationship management.

Qualifications

• Appropriate level of verbal and written skills.
• Ability and willingness to learn and take on new tasks and ideas.
• Can listen to and understand others points of view, issues, concerns and respond appropriately.
• Relevant level of MS Word, Excel, Outlook skills.
• Demonstrate good initiative and judgement.
• Effectively use time and resources.
• Demonstrates honesty, integrity, fairness and respect.
• Good standard of personal presentation.
• Contribute positively and proactively to the team.
• Effectively manage work‑related problems, pressure and stressors.
• Provide excellent customer service.
• Willing to ask for help when needed.
• Have a Can Do, Will Do attitude.