Service Desk Analyst

3 + Years of Experience in Call Center Support
1 Year of experience in Help Desk technical Support

Preferred Education:

4-year college degree or equivalent technical study preferred; may accept equivalent work experience.

Job Description:

Receive telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
Ascertain the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, and log in tracking system.
Escalate problems in accordance with defined procedures.
Assist users through problem solving steps.
Use technical databases to research problems and talk with co-workers to research problem and find solution.
Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
Support shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
Communicate accurate and useful status updates.
Manage and report time spent on all work activities.
Follow quality standards.
Ability to work in a team environment.
Complete assigned tasks.
Strong communication skills; both written and spoken.

Mandatory skills

Microsoft O365, ability to type 40+ WPM, excellent time management
Certifications or Desired skills if any Experience with ServiceNow, Salesforce or similar ticketing system.

Qualifying questions if any

Are you able to provide access to a computer as well as a consistent internet connection?
Are you able to work from home without distraction?