Woodburn Company Profile:
Woodburn is a leader in enterprise IT services, specializing in cloud print solutions and managed client IT services throughout the State of Washington. Our clients include large regional, government, and healthcare organizations. Woodburn’s services include cloud computing, enterprise software systems, professional services, managed device services, and office equipment services. Founded in 1957, Woodburn is experiencing the rapid growth of a startup in the shoes of an experienced successful business. If you like to build, scale, and innovate in technology – Come show us who you are!
Summary:
The Service Desk Analyst is responsible for tracking and dispatching all technician and customer service requests, including maintenance services, move or change services, new services, supplies, technical support, and account management. The successful candidate demonstrates meticulous organization and accuracy in the management of a high volume of details. A self-starter who can anticipate the needs of team members and the customers they support with the knowledge of when to make proactive, informed decisions without requiring direction is a must. The ideal candidate will possess strong documentation skills and creative thinking abilities to streamline processes and create comprehensive guides and reference material.
Applicants must live in WA State.
Service Desk Analyst Responsibilities:
- Learn and become proficient in using EAutomate (EA), FM Audit, and other relevant software applications.
- Manage and run the service desk and ticketing system efficiently.
- Handle incoming service calls from technicians and customers, ensuring timely and accurate responses.
- Take ownership of call management, directing specific calls to appropriate departments or individuals.
- Maintain professionalism and provide excellent customer service in all interactions.
- Maintain a keen understanding of the nuances within customer contracts and steadfast adherence to their stipulations.
- Triage and cascade relevant, actionable information to and from leadership, maintaining high levels of confidentiality where applicable.
- Prioritize and manage multiple responsibilities in a fast-paced remote environment with attention to detail and organizational skills.
- Ability to consistently achieve and exceed Service Level Agreement (SLA) targets.
- Collaborate with team members to streamline processes and improve overall service desk operations.
- Contribute to team efforts by sharing feedback, communicating with supervisors, and participating in training sessions.
- Perform other duties as assigned by Woodburn Company as needed.
Service Desk Analyst I Position Specific Duties:
- Document information effectively and comprehensively, consolidating knowledge into reference guides and staff how-to processes.
- Utilize existing knowledge and resources to enhance documentation processes and improve efficiency.
- Develop a directory for phone calls, directing inquiries to the appropriate personnel based on the nature of the request.
- Prioritize and categorize incoming calls and service requests, ensuring proper allocation of resources.
- Develop and manage reporting to leadership and clients for Service Desk activities.
Skills & Qualifications:
- Excellent customer service approach to all functional areas of the business.
- Excellent oral and written communication, and interpersonal skills.
- Ability to prioritize tasks, manage time effectively, and multi-task.
- Familiarity with EAutomate, FM Audit, or similar software applications is preferred.
- Detail-oriented with a commitment to accuracy and thoroughness.
- Ability to work independently and collaboratively as part of a remote team.
- Problem-solving skills and the ability to adapt to changing situations.
- Proven initiative, good judgment, and ability to achieve results.
- Working knowledge of desktop and server application software (e.g., Microsoft Operating Systems, Smartsheet, Microsoft Office Suite, O365).
- Persistent pursuit of improvement.
- Ability to build relationships with partners, peers, and leadership.
- Unquestionable level of discretion, confidentiality, and professionalism.
- Demonstrated flexibility and strong critical thinking skills.
- Customer service-oriented mindset with a commitment to maintaining professional conduct.
- Ability to identify issues, analyze root causes, and develop creative solutions independently.
- Valid Washington Driver’s License and clean driving record.
- Self-motivated and proactive approach to identifying and addressing technical challenges without constant supervision.
- Determination to persevere through obstacles and setbacks, continuing to explore and test solutions until a resolution is achieved.
- Strong understanding of technical concepts and systems, with the ability to learn and adapt to new technologies quickly.
- Resourceful with the capacity to troubleshoot and resolve technical problems.
- Strong proficiency in documentation processes and creative thinking.
- Capabilty to identify gaps in existing documentation and develop comprehensive solutions.
- Strong attention to detail to ensure accuracy and thoroughness in documentation
Education and Experience:
- Bachelor's degree in a related field or equivalent experience.
- Previous experience in service desk or customer service roles.
Job Type: Full-time
Pay: $19.00 - $24.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Retirement plan
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Help desk: 3 years (Preferred)
Ability to Commute:
Work Location: In person