Location: Houston, TX

Job Purpose:
The Service Desk Analyst provides direct support to and is a central point of contact for CyrusOne clients. The successful candidate will answer and record calls, e-mail requests and alerts from monitoring platforms, resolve client issues, open & take ownership of problems and open changes.

Essential Functions:

• Respond to and log all incoming calls, e-mails and alerts generated from monitoring platform

• Open tickets for incidents and problems as appropriate

• Act as “Smart Hands and Feet” for client requests

• Monitor alerts and maintain proper escalation procedures

• Assume the role of change & problem resolution owner and notification point for service requests

• Review and follow-up on outstanding service requests

• Manage client communications and set appropriate expectations

• Coordinate outage schedules and change documentation

Requirements:

• High school diploma or equivalent
  
• College degree preferred but will consider applicants with equivalent work-related experience
  
• 3-5 years customer service experience in a technology company and/or 2 years technical experience in a customer-centric company
  
• Demonstrated desire to provide the highest levels of customer service
  
• Cheerful and enthusiastic attitude
  
• Strong verbal and written communication skills
  
• Good problem solving, decision-making skills
  
• Strong PC skills including word processing and spreadsheets
  
• Ability to learn quickly and develop new product skills independently
  
• Ability to manage multiple projects and shifting workloads in a fast-paced environment
  
• Ability to effectively gather, understand and evaluate end-user requirements and determine appropriate solutions
  
• The successful candidate will be required to work the night shift after an initial training period.
  

Please submit your resume to: info@cyrusone.com. (Please indicate your desired position in the subject line.)