Service Board Analyst - Remote

Overview

The Service Board Analyst will ensure the smooth operation and efficiency of the service boards by effectively prioritizing, qualifying, and advancing tickets while maintaining high standards of client communication and technical support.

In Short

• Monitor and maintain the health of service boards to ensure timely resolution of tickets.
• Qualitize new tickets and client responses by gathering necessary details.
• Merge duplicate tickets or update existing tickets based on client input.
• Identify and resolve bottlenecks in ticket progression.
• Proactively follow up on unresolved or stagnant tickets.
• Provide prompt and professional responses to client inquiries.
• Review ticket and add information to help techs perform troubleshooting.
• Strong customer service skills with a proactive approach to solving client issues.
• Clear and concise verbal and written communication abilities.
• This position can lead to Tier 1, 2, and 3 technical roles.

Requirements

• 1-2 years minimum in a ticketing or IT support role (preferably at an MSP).
• Knowledge of common IT systems, including Windows OS and Microsoft Office 365.
• Experience with ticketing platforms and RMM tools.
• Ability to manage multiple tasks and prioritize efficiently.
• Strong customer service skills.
• Clear communication skills for client interactions.

Benefits

• Opportunity for growth into higher technical roles.
• Supportive team environment.
• Flexibility in work hours.