Service Desk Analyst - Remote

Overview

The Service Desk Analyst is responsible for managing service requests and incidents, providing support to end users, and ensuring a positive customer experience.

In Short

• Manage level 1 and above service requests and incidents.
• Receive, prioritize, document, and resolve end user help requests.
• Triage requests and incidents per service level agreements (SLA).
• Provide support for password resets, MS Office, and Windows issues.
• Act as a single point of contact for Service Desk activities.
• Monitor and answer Service Desk phone and email queues.
• Supervise and monitor staff and ticket quality.
• Provide real-time Service Desk coverage.
• Maintain a high level of technical skill in a specified field.
• Participate in special projects as needed.

Requirements

• Baccalaureate Degree in a relevant field or equivalent experience.
• Two years of experience in a relevant environment.
• ITIL foundation certification preferred.
• Experience managing Service Desk queues.
• Knowledge of multi-platform processing and incident tracking tools.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team.
• Bilingual or multi-lingual skills are a plus.

Benefits

• Comprehensive Health Benefits for employees working 20+ hrs/week.
• Retirement Savings and Pension Plans.
• Loan Forgiveness Programs for eligible employees.
• Paid Holidays and Vacation.
• College tuition discounts and professional development opportunities.
• Multiple employee discounts programs.