Service Desk Analyst

Department: Managed Services

Employment Type: Full Time

Location: IronOrbit - Remote

Compensation: $23.00 - $28.00 / hour

Description

As a Service Desk Analyst, you are responsible for investigating the client’s issues by analyzing the symptoms, finding the root cause, resolving level 1 issues, while maintaining client communications through the process. Having a friendly, professional attitude is a must! Work from home the role must be able to work independently with direction and guidance from your team leads and manager.
Standard work hours: 2:00PM - 11:00PM EST Monday - Friday   This is a 100 % Remote position- will require participation with general support, answering inbound phone calls and chats quickly, ensuring our procedures are scripts are delivered consistently. Candidates will need to participate working rotating holidays.

Key Responsibilities

• Answering inbound phone calls in a call center environment and inbound chats quickly, ensuring our procedures are scripts are delivered consistently
• Identify clients, collecting relevant information concerning requests and issues and create support tickets accurately
• Assist clients’ requests and deliver basic/advance technical support
• Provide friendly and helpful customer service as a first point of contact
• Must have excellent verbal/written communication skills, as well as the ability to multi-task
• Ability to work under pressure, organize and prioritize tasks based on ITIL priority matrix
• Ability to meet individual KPI’s such as a 15-minute average talk time, tickets closed, utilization, and first call resolution
• Other duties as assigned by management

Skills, Knowledge & Expertise

• 2+ years’ experience in a structured IT Support environment (10+ team)
• 3+ years’ experience in Customer Service roles, can be outside of IT
• 1+ CompTIA certifications a must
• Expert level knowledge of networking, computing, peripherals, business applications like Quickbooks, Office, SAGE, etc.
• Experience with remote support tools and network diagnostic tools
• STRONG ability to multi task and thrive in a fast paced environment