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TierPoint, LLC Enterprise Operations Analyst in St. Louis, Missouri

The EOC Analyst requires basic systems administrative skills and capabilities as well as a strong customer service background. This position is responsible for receiving incoming calls and alerts regarding services for both internal and external customers. Calls, e-mails, or monitored events may require the creation and escalation of a thoroughly documented ticket. The analyst is also responsible for identifying critical issues and engaging key resources while gathering information needed to effectively escalate problems in a fast-paced environment. Analysts in this position will be working in a fast paced, and sometimes high-pressure, environment and as a part of a team which is staffed on a continual 24/7/365 basis.

  • Provides quality internal and external customer service surrounding the Company values.

  • Utilizes tools to identify and remediate/escalate incidents quickly.

  • Perform basic diagnosis and troubleshooting of technical events.

  • Train and master entry level system administrative tasks

  • Identify critical issues and engage key resources in a timely manner

  • Gather and document information from multiple sources to determine path of escalation

  • Thoroughly document all actions utilizing company tools including ticketing system

  • Maintain professionalism in all communications via phone, chat, and email.

  • Ability to follow written process documentation consistently

  • Continually assist in evaluation and improvement of internal processes and procedure

  • Maintain a presentable appearance

  • Participate in Incident Management Duties

  • Monitor critical systems to ensure they are running correctly

  • Other duties as assigned

    • Must possess strong customer service attitude and interpersonal skills.
  • Ability to multi-task in order to meet primary goals as well as other duties as assigned.

  • Availability to work shifts as assigned including holidays or weekends.

  • Must be comfortable working on the phone with clients and peers.

  • Must be reliable and punctual – critical that this position is covered at all scheduled times

  • Must be available to work all shifts if coverage gaps arise

  • Proven ability to work effectively and cooperatively with others as well as independently

  • Demonstrated flexibility, organization, and self-motivation

  • Willingness to learn new processes or procedures and grow technical skill set

  • Maintain professional communications with clients at all time

  • Hands-on Personal Computer experience

  • Must be able to type 50 WPM, with accuracy

  • Adequate professional experience and knowledge to perform Job Responsibilities

  • Excellent verbal, written, and interpersonal skills

  • Ability to prioritize and organize effectively

  • Ability to work on multiple projects simultaneously

  • Ability to work both independently and with others

  • Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines

  • Proficiency in using MS Office Suite and Windows-based computer applications

Preferred Experience

  • Prior work in a technical call center or ticket routing setting

  • 1 year of work experience in a customer service role

  • Experience in supporting customers with strict service level agreement requirements

  • Prior experience particularly in the data center industry

    Working Conditions
  • Office environment

ID: 2021-1614

Department: 230 - Service Delivery: IT Operatio

External Company Name: Tierpoint

External Company URL: https://www.tierpoint.com/

Street: 1111 Olive St