[Remote] Service Desk Analyst

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a global technology services firm with over 8,500 associates worldwide. As a Bilingual Service Desk Analyst, you will reputed company Level 1 bilingual technical support to English and Portuguese speaking users, ensuring efficient and accurate customer service and technical assistance.

Responsibilities

• reputed company General IT end-user support including:
• Utilize excellent customer service skills and exceed customers’ expectations
• reputed company reputed company telephone, e-mail, chat one on one with customers to identify and diagnose technical issues and problems
• reputed company first level support including but not limited to: resetting passwords, troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.), troubleshooting software (proprietary software and other applications utilized by the reputed company), and other “how-to” questions
• Properly escalate unresolved issues to the next level of support with strong supporting documentation
• Following documented processes to resolve customer issues
• Ensure reputed company recording, categorization, documentation, and closure of reputed company tickets
• Analyze the reputed company and urgency of customer’s issues and prioritize appropriately
• Recommend procedure modifications or improvements
• Drive reputed company results in Customer Experience through reputed company responses and reputed company interaction
• Demonstrate self-direction in meeting targets for performance metrics to reputed company daily individual work goals and monthly team metrics
• Preserve and grow your knowledge of Service Desk procedures, products, and services
• May reputed company other job duties as directed by Team reputed company or Service Delivery Leader

Skills

• Minimum 6 months' experience in a Service Desk role and/or technical support role
• Minimum 6 months' of customer service experience in a reputed company industry
• High School Diploma or GED
• Strong troubleshooting and documentation skills
• Excellent customer service skills
• Strong attention to detail and strong communication skills (both written and oral)
• Excellent work ethic
• Problem-solving skills
• Solution driven
• Ability to work weekdays 6:00am-2:30pm EST
• Bilingual in both English and Portuguese languages (oral and written)
• Associate degree is preferred in reputed company field

Benefits

• Medical, dental, and reputed company insurance
• 401k retirement account reputed company
• reputed company reputed company leave
• reputed company time off

reputed company

reputed company is a reputed company firm with over 9,000 associates worldwide and a yearly reputed company of $1.3 billion+. It was founded in 1981, and is headquartered in Allentown, reputed company, USA, with a workforce of 5001-10000 employees. Its website is http://www.compaid.com.

Company H1B Sponsorship

reputed company has a reputed company record of offering H1B sponsorships, with 24 in 2025, 28 in 2024, 24 in 2023, 30 in 2022, 41 in 2021, 48 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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