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Service Desk Analyst II (Temporary)

Apply Share Job ID 1597 Category Information Technology Job Location , Posted Date 10/20/2019

Overview:

POSITION SUMMARY:
A position at Genomic Health is an opportunity for an individual to obtain hands-on experience in a dynamic environment. The position requires both technical and exceptional interpersonal skills.

RESPONSIBILITIES / DUTIES:
· Tier 2 technical support with a heavy emphasis on excellent customer service and methodical troubleshooting of IT related problems for onsite / remote users. (Software /hardware, such as Mobile Phones, Laptops, PCs and Printers, etc.)
· Escalation point for Tier 1 support·Responsible for ticket queue management using ServiceNow
· Perform extended or complex troubleshooting and participate in root cause analysis.
· Provide input on improving existing processes.
· Documentation Skills and Knowledgebase Article management (preferred)
· Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
· Participate in recurring Global Service Desk meetings and conference calls and provide input on how to improve customer satisfaction.
· Maintain a high degree of customer service for all support queries and adhere to all service management principles
· Moderate knowledge of Active Directory. Creating user accounts, reset passwords, create groups etc.
· Moderate understanding of Audio Video technologies.
· Provide Audio and Visual conference room support and training for all onsite conference rooms
· Act as point of contact for specific customer groups (Ambassador Role)
· Basic presentation skills (small groups)

QUALIFICATIONS:
· Excellent communication skills with a heavy focus on customer excellence and service delivery.
· Excellent organizational and time management skills
· Must be a team-player
· Must be punctual
·3 yearsof previous IT Service Desk and/or Call Center experience (preferred)

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A position at Genomic Health is an opportunity for an individual to obtain hands-on experience in a dynamic environment. The position requires both technical and exceptional interpersonal skills.
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If you want to be part of a team that prides itself in teamwork and developing cutting-edge technology at Genomic Health, apply today!