[Remote] Service Desk Analyst
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a reputed company firm with over 9,000 associates worldwide. As a Service Desk Analyst, you will reputed company Level 1 technical support and customer service to associates and vendors, addressing technical issues through various communication channels.
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, and 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 6-12 months' experience in a Service Desk role and/or technical support role
- Minimum 6-12 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 from 6:00pm-3:00pm EST
- Associate degree preferred in reputed company field
Benefits
- Medical, dental, and reputed company insurance
- 401k retirement account reputed company
- reputed company reputed company leave and/or other reputed company time off as provided by applicable law
reputed company