Level 1 Service Desk Analyst

Encore Talent Solutions is currently seeking a Level 1 Service Desk Analyst for a position located in Cincinnati, OH. The position will be located onsite 5 days a week in the Cincinnati, OH office.

Service Desk Analyst responsibilities include responding to customer queries in a timely and accurate way via phone, email, or chat, identifying customer needs, and helping customers use specific POS features. The employee will maintain and create tickets for all calls and will be held accountable for maintaining SLAs set by management. This employee is at the front lines of support and will be required to investigate solutions to all issues that come through the support desk.

• Monitor and document Service Desk tickets and respond to user requests and incidents as received in Service Desk in a timely, effective manner according to SLAs set by management.
• Be well organized and create dialogue with users to ensure users understand the progress of ticket resolution.
• Have a courteous, professional approach and attitude to work with all levels of management and personnel.
• Educate customers on policies and procedures.
• Investigate and coordinate resolution to user concerns. Provided IT relationship management support for all IT & customers.
• Identifies trends by tracking events and patterns of recurring problems and escalate to tier 3 or management to assist in identifying root causes and mitigate future issues surrounding the same structural problems.
• Serve as a point of contact and assist different groups in hands-on work, including but not limited to Network, various workstation and site-specific projects, telecommunications, server teams, and security teams.
• Support includes but is not limited to POS, and basic troubleshooting of IT-related equipment.

• Multitask between assisting stores and corporate office users.
• Ensure all customer follow-ups are completed in a timely manner.

• Excellent listening, written, and verbal communication skills.
• Ability to problem-solve in a fast-paced environment with a solution-focused attitude.
• Flexible in shift assignments and work environment
• Ability to follow up on tasks to completion with minimal supervision required.
• Proficiency in standard software programs.

• 1 year of experience in a Call Center or Help Desk environment.
• 1 year of troubleshooting IT-related issues.
• General understanding of office and retail operations.
• Prior POS experience is a plus

Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.