Cincinnati Bell Service Desk Analyst II - 2nd Shift in Cincinnati, Ohio

Service Desk Analyst II - 2nd Shift

Cincinnati, OH

Job Purpose

This position is responsible for customer service and technical support for all business products supported out of the operations center. This operational position requires the analyst to speak directly to internal and external customers about a wide variety of technical issues/requests. Responsibilities will include providing the necessary support in order to address the customer's issues and/or requests in a manner that meets or exceeds agreed upon Service Level Agreements (SLAs) within operations. In addition, Analyst II will be a catalyst for building the knowledge base and also act as a process escalation point for Analyst I resources.

Essential Functions

• Serve as escalation for internal/external customer for incidents, requests and inquiries for all Business Products (35%)

• Log and document detailed ticket activity until resolution is complete and ticket is closed with customer (20%)

• Collaborate with other analysts to determine resolutions for customer incidents and requests (20%)

• Create knowledge base entries for solutions that may be repeatable so that others can leverage against future incidents/requests (15%)

• Make outbound calls to internal/external customers as part of the Incident Management lifecycle (5%)

• Monitor all alerts from alarming tools in order to log incidents and respond accordingly (5%)

• Other duties as assigned

Education

• High School diploma required

• ITIL Foundations Certification Required

• Vocational/Technical/Business School (6-8 Months specialized training) preferred

• Net+, CCENT preferred

• CCNA desired

Experience/Background

Two years of experience in a Service Desk or technical support environment

Special Knowledge/Skills

• Excellent written and oral communication skills

• Excellent customer service and conflict resolution skills

• Solid understanding of Information Technology and computing systems

• Solid networking fundamentals

• Familiar with Microsoft applications such as Windows operating system, Office applications, Outlook, and SharePoint

• Familiar with ServiceNow Incident Management System

• Demonstrated a desire for self-directed education regarding IP, Networking and VOIP technologies

• Ability to help others while meeting individual performance goals

• Ability to work remotely

Miscellaneous

• This is a non-exempt position

• Attendance is required in this position

• Shift work is required, as this is a 24 hour operations; this includes working weekends, holidays and during natural disasters/adverse weather conditions

Disability Accommodations

Cincinnati Bell and Cincinnati Bell Technology Solutions is an Equal Employment Opportunity / Affirmative Action employer and we provide reasonable accommodations for qualifying individuals with disabilities and disabled veterans in our job application and interview procedures. If you would like to request an ADA accommodation for any part of the application and/or interview process, please contact our HR Compliance Department at(513) 841-6310or send an email to recruiting@cinbell.com. If you should have any difficulty, you may use our alternative methods to express your interest in employment. A wonderful career awaits you!

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.