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Service Desk Analyst - Co-op

Location: Chelmsford, MA

Resuscitation

Job Summary:

The Service Desk Analyst I is a key member of the ZOLL IT Operations team. The Service Desk Analyst I serves as the first point of contact for all technical related issues.  They provide world-class service through their interactions with our users and their technical competences.

Essential Functions:

  • Providing users with quality service as the 1st level contact and issue resolution for the service desk via telephone, email and ticketing system
  • Use your communication and problem-solving skills to continually surpass our own service delivery expectations
  • Identify situations requiring urgent attention, prioritizing and routing to appropriate area.
  • Utilize and become proficient with ZOLL’s standard support tools (i.e. Service Desk Plus, TeamViewer, AD Manager, Carbon Black)
  • Create tickets and document all activities in the service desk ticketing system
  • Maintain primary technical ownership of service support tickets by working with technical resources to resolve/answer technical questions without reassigning the ticket
  • Troubleshoot and resolve hardware, software, application, network, user access, or related issues
  • Manage expectations of users and resolve user issues as quickly as possible to minimize downtime
  • Takes ownership of resolving the issues and following up with the status of issues on behalf of the user
  • Communicate progress in a timely manner
  • Interact with Desktop Support, Network team, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
  • Escalate more complex problems or unresolved issues to next level of support

Additional Responsibilities:

  • Comply with Corporate IT Service Management and Service Desk policies, procedures and directives
  • Achieve metrics in support of service level agreements, client satisfaction surveys and completed incidents/requests
  • Recommend process changes as needed to improve service levels
  • Create/maintain support documentation and procedures
  • Communicate company policies and standards
  • Stay current with information technology systems and industry trends
  • Provide evening and weekend support (off-hours support), as assigned, on a rotating basis
  • Some domestic and international travel may be required

Skills Requirements:

  • Basic computer skills
  • Work effectively in a team environment to maintain Service Desk coverage and support model
  • Ability to manage relationships, conflicts and communication with a high-level of proficiency.
  • Strong problem-solving skills
  • Must be able to manage multiple work items at one time with a high sense of urgency
  • Must be proactive, punctual and be able to multitask efficiently.
  • Strong planning and organizational skills

Required/Preferred Education and Experience:

  • High School Diploma and some Customer Service experience required
  • Excellent customer service skills and the ability to translate technical information into user-friendly terminology.
  • Experience with Microsoft Operating Systems and Microsoft Office preferred but not required
  • Experience supporting smart phones including iPhone, and Android models
  • Commitment to a training and development plan that involves passing certification exams

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity.  Essential and marginal job functions are subject to modification.

 

ZOLL Medical Corporation appreciates and values diversity.  We are an Equal Opportunity Employer M/F/D/V. 

 

ADA:  The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990