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R

SAS Helpdesk Analyst

rsjdnwc9jel4i3xyjsm3m8vnhrmayk037bphn44zg3i1bl3dcjtqhqlclsisinpr · 30+ days ago

Cary, NC, US

Negotiable

Full-time

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Monitors and responds to all customer requests for assistance, including email, phone and/or the default ticketing system.

Provides support on all product areas and handles all first line requests and customer issues in primary support areas.
Actively pursues problem resolution until the problem is resolved.
Proactively communicates carefully and effectively with customers and experts across COMPANY during the problem resolution process.
Accurately documents and specifies information in the tracking system during the entire track life cycle.
Able to provide a written summary and resolution to the designated staff when the problem is resolved.
Creates and/or provides input into Knowledge Base articles as applicable.
Develops a comprehensive understanding of the customer’s business and IT objectives to ensure positive business outcomes for the customer and to assist in the expansion of the company footprint.
Tracks daily operational status of customer issues and provides briefings/updates as needed.
Collects and documents customer requirements for managed service requests.
Performs other duties as assigned.
Qualifications:
Bachelor’s degree.
One to three years’ experience in a customer supporting role.
Experience in a 24x7 operational services or support environment

Excellent verbal and written communication skills
Ability to work well under pressure
Gives attention to detail
Able to handle deadlines in a multiple task environment
Fluent in using computer and a variety of software for communication
Ability to work flexible work hours

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Last updated on Sep 6, 2022

About the company

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