Service Desk Analyst

Job Summary

Providing first-level support for end users, the full-time remote Service Desk Analyst will troubleshoot software, hardware, and operating system issues while maintaining detailed documentation and ensuring timely resolution of client inquiries.

Key responsibilities

• Take incoming calls and emails from clients experiencing issues with various technologies, including Microsoft O365, Windows, and mobile devices
• Deliver empathic customer support and escalate higher-level issues as necessary to meet Service Level Agreements
• Communicate effectively with engineers and maintain updated documentation for troubleshooting processes

Required qualifications

• Two years of related experience in Help Desk or network support preferred
• Experience with Microsoft Office Suite and familiarity with Cisco network technology
• Strong troubleshooting skills and knowledge of major desktop and network operating systems
• Ability to communicate technical issues clearly to users
• Demonstrated strong customer service and analytical skills