Service Desk Analyst

Location: 

Kingston 5, JM

Brand:  Optimum

Requisition #:  12030

Job Summary

Responsible for providing single point of contact to Optimum’s internal customers. Analyst will provide primary activity queue support by resolving a user’s problem or service requests via the phone, sent in via E-mail, Self Service requests or via Live Chat. They will also coordinate with other IT support groups (if necessary) to resolve the request. The Analyst will track, monitor, escalate and train customers efficiently and with quality. The goal is to meet or exceed the customer’s level of expectation with technical support and requests for service. 

Responsibilities

• Systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems and interrogates databases for potential solutions.
• Escalates complex or unresolved incidents.
• Records and tracks issues from outset to conclusion.
• During change, acts systematically to respond to day-by-day operational needs, avoiding service disruptions and maintaining coherence to SLA and information security requirements.
• Responds to common requests for service by providing information to enable fulfillment.
• Promptly allocates unresolved calls as appropriate.
• Familiarity with AI Tools and AI First mindset.

Qualifications

• Associates degree or equivalent experience of 1 year

• Exceptional written and oral communication skills

• Excellent interpersonal skills, with a focus on rapport building, listening, and questioning skills

• Strong documentation skills

• Ability to absorb and retain information quickly

• Ability to present troubleshooting steps in user-friendly language

• Analytical problem-solving abilities

• High level of attention to detail

• Highly self-motivated

• Team oriented

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