Service Desk Analyst I - Remote

Overview

The Service Desk Analyst I will provide first-level support for clients, addressing issues related to software, hardware, and operating systems while ensuring excellent customer service.

In Short

• Provide first-level support for client issues.
• Handle incoming calls and emails from clients.
• Resolve or escalate issues according to SLAs.
• Maintain professional communication with clients.
• Document issues and maintain knowledge base.
• Stay updated on technological advancements.
• Work collaboratively with team members.
• Provide empathic customer support.
• Communicate with engineers for issue resolution.
• Participate in continuous learning and development.

Requirements

• Two years of Help Desk or network support experience preferred.
• Strong customer service and analytical skills.
• Experience with Microsoft Office Suite and mobile devices.
• Familiarity with Cisco network technology.
• Strong troubleshooting skills.
• Good oral and written communication skills.
• Capable of working independently and proactively.
• Experience in user administration and network maintenance.
• Ability to articulate network issues clearly.
• Strong sense of ownership and accountability.

Benefits

• Collaborative team environment.
• Dynamic and positive work atmosphere.
• Work with large, sophisticated clients.
• Comprehensive benefits including health and dental insurance.
• 401(k) Plan and flexible spending options.
• Generous vacation and flex time off programs.
• Company paid holidays.
• Training and development opportunities.