[Remote] Service Desk Analyst

Note: The job is a remote job and is open to candidates in USA. Zones, LLC is a Global Solution Provider of end-to-end IT solutions. The Service Desk Analyst will provide Level 1 support to clients, assisting them with IT products and services, troubleshooting issues, and training other service desk associates as needed.

Responsibilities

• Perform technical customer support to our NYS client via telephone, chat, and email support
• Provide level 1 triage and resolutions such as password resets, account unlocks, and troubleshooting network connectivity issues
• Perform callbacks as required
• Identify and/or coordinating hardware and software requests and offering solutions for customer accounts
• Act as a subject matter expert (SME) across limited subject areas
• Train and mentor other service desk associates as needed

Skills

• High School Diploma/GED or equivalent experience
• Ability to learn and become knowledgeable of customer products and services
• Experience working on a help desk/service desk handling tickets preferred
• Experience troubleshooting Desktop hardware and associated peripherals preferred
• Proficiency in navigating accounts with multiple skill set requirements
• Demonstrate effective soft skills, active listening skills, and ability to empathize with customer's situation
• Ability to eventually resolve more complex support ticket requests
• Ability to provide support to new team members
• Effectively manage the length of calls/handle time
• Ability to thrive in a fast-paced but fun work environment
• Promote teamwork and call center success
• Must have an entry to intermediate understanding of - Microsoft Outlook 2010, Windows 10, Various web browsers, and basic computer terminology
• Experience working on a help desk/service desk handling tickets
• Experience troubleshooting Desktop hardware and associated peripherals

Benefits

• Medical, dental and vision coverage
• Life insurance
• Disability insurance
• Voluntary accident, hospitalization and critical illness insurance options
• 401(k) plan with matching provision
• Paid time off
• Personal sick leave

Company Overview