IO - Service Desk Analyst

Job Summary

As a Service Desk Analyst
, you are responsible for investigating the client’s issues by analyzing the symptoms, finding the root cause, and resolving level 1 issues while maintaining client communications through the process. Having a friendly, professional attitude is a must! The role is 100% remote and requires the ability to work independently with direction and guidance from your team leads and manager.

Standard work hours: 2:00PM – 11:00PM EST, Monday – Friday.
Candidates will need to participate in rotating holidays.

• Answering inbound phone calls and chats quickly, ensuring our procedures and scripts are delivered consistently.
• Identify clients, collecting relevant information concerning requests and issues and create support tickets accurately.
• Assist clients’ requests and deliver basic/advanced technical support.
• Provide friendly and helpful customer service as a first point of contact.
• Must have excellent verbal/written communication skills, as well as the ability to multi-task.
• Ability to work under pressure, organize and prioritize tasks based on ITIL priority matrix.
• Ability to meet individual KPI’s such as a 15‑minute average talk time, tickets closed, utilization, and first call resolution.
• Other duties as assigned by management.

• 2+ years’ experience in a structured IT Support environment (10+ team).
• 3+ years’ experience in Customer Service roles, can be outside of IT.
• 1+ CompTIA certifications a must
• Expert level knowledge of networking, computing, peripherals, business applications like Quickbooks, Office, SAGE, etc.
• Experience with remote support tools and network diagnostic tools.
• STRONG ability to multi-task and thrive in a fast paced environment.

Department: Managed Services
Location: Iron Orbit - Remote
Compensation: $23.00 - $28.00 / hour