Commercial Service Desk Analyst I Job

We are currently accepting applications for the position of Commercial Service Desk Analyst

Principal Purpose of Position:

• Works directly with customers to resolve questions and issues with support from other team members.
• Documents all inquiries to the Commercial Service Desk in FleetTrak.
• Troubleshoots basic system issues and creates diary entries that explain how to reproduce the situation and the desired new behavior.
• Follows-up on cases, keeping correspondence in diaries informative and timely.
• Generates and maintains User IDs for customer facing systems and publishes custom reports.
• Completes customer facing systems testing as needed.
• Handles basic projects (such as User ID restructuring, fleetview and dashboard master implementations, etc. affecting a small set of users) in a timely manner while keeping management informed of progress.
• Assists the Marketing department by providing screen shots of customer facing systems when requested.
• Works closely with Implementation on customer start up activities relative to our customer facing systems including creation of User IDs & Master IDs as well as providing input of User ID setups, menu selection, Dashboard layout, & FleetView setup.
• Maintains departmental knowledge base.
• Keeps management informed through monthly one on one meetings.
• Diagnose and document basic system issues using the gate process through FleetTrak.
• Performs all other duties and special projects as assigned.

Education and/or Training:

• Bachelor’s Degree and or technical school certification preferred.
• SQL Experience is required and must have working knowledge of it.
• Must have a working knowledge of Windows Operating Systems, Microsoft Outlook, Excel, Word and PowerPoint, Internet Explorer, ARI insights®, Oracle PL/SQL, Business Objects and FleetTrak.

Relevant Work Experience:

• Prior experience within a technical role on a help desk or other customer service role is required.

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